Conversational intelligence – a key element of the difference in contact center AI
Customer experience is a key differentiator in brand loyalty, but what drives differentiation in customer experience? Artificial intelligence, especially conversational intelligence, is making a critical difference in contact center AI due to its ability to deploy the right conversational experience at the right time for the right customer. explains Rafaela Ferrara.
Much has been said lately about the need to emphasize human-centric values in customer service, particularly the idea of treating a brand’s customers, as well as the agents who serve them, as individuals with needs. For this idea to catch on in the customer service industry, we need to identify which driver of this key differentiator will help deliver these human-centric values to customer experience (CX) and agent experience (AX) in equal measure.
CX is one of the biggest key differentiators for any brand because it plays an outsized role in brand loyalty. If good CX drives traffic, it’s worth looking at the drivers behind this determining factor. From a technology perspective, the successful deployment of artificial intelligence (AI) solutions for contact centers, if done in a practical and humane way, plays an important role in the customer experience offered by your brand.
How AI for the Contact Center Worksare you?
There are certainly several ways that AI can work for contact centers. For example, AI-powered real-time agent support tools use natural language understanding (NLU) technologies to help agents take notes and enter data. These tools also analyze ongoing conversations to capture agent knowledge during customer interactions to determine the best course of action. On the back office side, AI powers data visualization software that helps create context around KPIs. It helps contact center managers and directors make decisions on how to deploy agents based on needs and skills to cope with spikes and maintain efficiency.
However, the main differentiator in the range of contact center AI tools currently available, and the primary focus of this blog post, are chatbots. These bots are the most mature area of AI technology. They automate the management of routine and mundane interactions, leaving the larger, nuanced issues to contact center agents who can use their understanding, empathy and interpersonal skills to deliver satisfying results to customers.
Conversational intelligence helps brands and customers communicate
Conversational intelligence (also known as conversational AI) is what sets bots apart from other features, as it aims to deliver the right conversational experiences at the right time. Solutions equipped with AI-powered conversational intelligence can help promote human-centric values through three features:
Industry specific language
Tools using conversational intelligence work best when they understand the language of your particular industry. Vernacular languages vary by industry; the everyday language of finance will not be the same as that used in healthcare, or in retail for that matter. When customer service is automated, the level of personalization should remain high. Conversational intelligence powered by NLU can be based not only on predefined conversational intents and flows for rapid deployment, but increasingly learns by being powered by real-world usage data as well as pre-recorded content. By maximizing sources of relevant industry language, contact center AI bots can keep abreast of your industry’s changing vocabulary in a way your customers can understand.
It’s more than words. Conversational AI for contact centers helps boost automated customer service by learning to understand the vocabulary of specific industries, but it’s also a technology that gets granular with language. Slang, vernacular structure, filler speech – all of this is important and inconsistent from language to language. What passes for filler in one language contains semantic content that conveys certain intentions or emotions in another that can be confusing to process if not understood. Bots must be able to understand and use the intricacies of each operating language, which can also be achieved by providing content to them. Whether training bots in industry jargon or casual conversation, Summa Linguae emphasizes that the goal is to garner a natural, unscripted dialogue between two parties. Understanding your customer’s voice is key to understanding your customer, and that’s where the difference lies.
Ease of deployment
As discussed earlier, conversational intelligence tools are designed with ease of deployment in mind. They contain predefined conversations and intentions that can be used immediately. Additionally, conversational AI platforms use a no-code philosophy that allows non-IT personnel to assemble conversational flows and intent through graphical interfaces. As such, even entrepreneurial minds can get their hands dirty building the flows they know (or assume) to deliver the results they want, and readjust accordingly. Implementing this conversational element in your contact center AI is a way to extend the human touch to customers, agents, and the management industry. If the thought of painful upgrade processes has put you off implementing AI for your contact center, the ease of deploying AI-powered conversational intelligence will help you get to work faster. .
Conversational AI fosters humanity, engagement and openness
Due to its design, functionality, and potential to improve customer service, AI-backed conversational intelligence is a key differentiator poised to help weave human-centric values into the fabric of CX. . Odigo is a contact center as a service (CCaaS) solution provider that uses AI
Odigo provides Contact Center as a Service (CCaaS) solutions that facilitate communication between large organizations and individuals through a comprehensive omnichannel management solution. With its innovative approach based on empathy and technology, Odigo enables brands to connect with the crucial human element of interaction while taking full advantage of digital possibilities. A pioneer in the customer experience (CX) market, the company serves the needs of more than 250 large enterprise customers in more than 100 countries.
For more information about Odigo, see their company profile