Large companies are beginning to discover the advantages of CCAI, Contact Centers with integrated Artificial Intelligence. As a result, leading companies in this area are investing heavily in AI technology worldwide. In Europe, the use of AI is among the highest levels compared to all other continents, according to this global survey.

Virtual assistants, automated self-service channels and sentiment analysis are some of the applications of this technology. In Europe, nine out of ten respondents said they have implemented some of these applications in their company.

The application of AI in customer centers allows companies to implement voice or text-based virtual assistants optimally and automatically. In addition, this technological advance helps human agents during their interactions with customers throughout the entire process.

Its implementation brings multiple advantages such as a decrease in costs, an improvement in the User Experience (UX) or an increase in performance, among others.

Cost reduction

Artificial Intelligence aims to facilitate and streamline processes, as do other technologies. This fact has a direct impact on reducing service costs, which is one of the greatest advantages of CCAI. But, how exactly is this cost optimization achieved?

Mainly by distributing tasks between the virtual assistant and the human agents: 

• On the one hand, conversational agents answer the simplest and most frequently asked questions of customers. 
• On the other hand, the human assistants are responsible for the more complex and far-reaching questions. 

Specializing agents in different areas and dividing the work significantly reduces costs and increases customer satisfaction. 

AI makes it possible to detect the subject of the inquiry and put the user in contact with the relevant department. This avoids referring the customer from agent to agent until the solution to the problem is found. 

This matter is another reason why costs are reduced: the contact time with each user is reduced, freeing up lines more quickly and allowing a greater number of queries to be dealt with. 

Improving the customer experience

Companies have taken great care to serve users through a multitude of channels to provide good customer service. However, this omnichannel system is difficult to sustain in the long term, as companies have to invest a lot of resources to do so.

Conversational AI opens up new opportunities by proposing a Customer Experience that goes far beyond information search capabilities or automated IVR. In fact, implementing this technology allows companies to interact proactively with users and guide them through their journey.

This application would respond to one of the most popular requests from consumers: customer service with total availability and through any channel. Indeed, a CCAI offers instant service, available 24 hours a day, 365 days a year.

Artificial Intelligence helps human agents to provide better customer service with the desired technical integration and business results. Once the decision of implementing AI in the customer center is made, many common problems affecting the customer experience are eliminated: repeating information, automated IVRs and lack of agent specialization. 

Repeating information

Thanks to AI, a conversational agent can be designed to accumulate the relevant data provided by the user in the company's CRM. In this way, the customer does not have to provide it again for future transactions(name, telephone number, order number, etc.).

Automated IVR

This system of established options forces users to stick to them, whether or not they are related to their queries. The customer does not have to know whether their query is related to department A or B. They just explain their problem and, it is the AI that assigns the correct department.

Lack of agent specialization

Contact Centers face the difficulty of training agents, especially in companies that offer many products and services.

AI can be useful here too, as it handles the most frequent and administrative queries, referring only the most complex ones to human agents. This system allows companies to specialize teams by areas of expertise. Thus, on receiving a query about a specific subject, the person attending to the user could offer a more decisive and efficient service. The result is a much more specialized customer center that gives service with high quality standards.    

Increased performance

In a survey conducted by MIT Technology Review, more than 92% of participating executives reported measurable improvements in the speed of complaint resolution. In addition, 82% of these individuals noted an increased ability to process customer call volumes.

This result is possible thanks to Natural Language Processing that can identify the users' call reason. In the case of Google CCAI and one of its partners (Genesys) make this technology go even further. For example, it also includes sentiment analysis, which makes it possible to detect the opinion and attitude of the caller. This matter allows the CCAI to make more accurate decisions when handling calls.

Google and Genesys work together to increase operational efficiency by improving call deflection rates and shortening administration times. This means that overall operations between the customer and the attendant are carried out more quickly and efficiently. 

Other benefits of CCAI 

Increased performance, improved customer experience and lower costs are not the only advantages of CCAI. Customer loyalty and increased revenue are other benefits brought about by the application of this advanced technology.

By delivering personalized support, immediate service and quick resolution of queries, customer loyalty is increased. Successfully resolved transactions make consumers even more loyal to the brand and its services. Loyal customers become both repeat customers and brand advocates and spokespersons. In short, Artificial Intelligence not only fosters improved customer service but also enhances the customer-company relationship. 

Together, Genesys AI and Google Cloud CCAI make Artificial Intelligence applied to Customer Experience more accessible to companies in all sectors. Both offer a competitive advantage in building trust and long-term loyalty through improved customer experience.                 

At Emergya, as a premier Google Cloud Platform partner and Genesys partner, we have extensive experience helping large companies implement these AI Contact Center solutions. If you have any questions, do not hesitate to contact us.