How to improve customer experience (CX) using call center chatbots

Call centers are high-pressure environments. In a 24×7 world, your customer support agents are perpetually overloaded. In most cases, customers detest IVRs and want to reach a live agent quickly. Added to this calls into a call center come in peaks and valleys leading to long wait time during peak hours.
The emergence of newer channels of communication has only exacerbated this issue.
Agent overload manifests in three important ways:
AI-based tools such as call center chatbots hold promise to mitigate these issues and reduce agent overload, leading to significantly better customer experience. A well-implemented chatbot can achieve the objectives of the customer and the enterprise – quick resolution leading to high CX, along with a lower cost.
You need to choose your call center chatbot solution with care. Poorly implemented chatbots will actually be a detriment to your business. Here are some issues which should be addressed.
Related article: Increase Banking CSAT with Conversational AI Chatbots in 2023
Intelligent chatbots do much more than answering questions. Benefits include:
Gartner shows how implementing AI-powered Virtual Assistants Can bring tremendous benefits to organizations.
They can offload work from your staff, enabling them to focus on the needs of customers with more challenging issues. AI-powered bots can augment the capabilities of your team, and increase the overall efficiency of your Contact Center operations. Chatbots can handle a wide variety of customer queries – handle FAQs, give access to customer’s accounts, handle transactions and provide customer support.
To ensure a smooth and effective deployment, enterprises need to take a phased rollout approach.
Here’s how San Diego Zoo – voted the world’s #1 Zoo, improved their customer service with an AI-powered virtual assistant. During the previous holiday season, their agents were flooded with calls to answer mundane questions around parking, hours of operation, amenities, etc. They implemented a smart virtual assistant that achieved 80% accuracy after 60 days. The following season, the Zoo saw reductions of 40% in customer wait-time and 50% in call volume to their staff.
1.Rapid Build & Deploy
2.Analytics & Intelligence
3.Unique Features
Contact centers are already achieving operational benefits with chatbots. Customer wait times are decreasing and customer interactions are being personalized with AI-powered Virtual Assistants. Agents are freed from repetitive queries and their productivity has improved. Leading to improved Customer experience, and higher CSat scores.
Thanks to AI and chatbots, the future of customer service is here. Are you ready? Schedule a demo with Autonom8 to see A8 Chat in action now.
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