Artificial intelligence is the one of the most powerful tools that contact centers can get access to. With a wide range of benefits, implementing AI is the next step for many contact centers looking to upgrade their software and streamline their operations. One of the most advanced ways for AI to help is through real-time assistance. During customer interactions, AI can assist both agents and customers in communicating with each other. But, what actually happens with AI during real-time assistance? What does it mean for AI to assist customer interactions in real-time?
The Technology Behind Real-Time Assistance AI
While AI powers real-time assistance during customer interactions, there are many factors within AI that help facilitate real-time assistance. One of the main technologies that enables AI to perform assistance in real-time is Natural Language Processing. Natural Language Processing enables AI to understand human speech and writing through analysis of words and sounds. Through Natural Language Processing, AI can understand natural spoken languages Many of the best-of-breed AI solutions like Watson, Google, and Lex even offer Natural Language Processing of multiple languages making global AI-powered customer experience possible.
Another factor that enables AI to perform assistance in real-time is sentiment analysis. Sentiment analysis allows AI to detect the mood and sentiment of a customer during an interaction through detecting keywords that are used by the customer. The context of the conversation as well as language with negative connotations can be detected through Natural Language Processing and can be analyzed for mood and emotion. As a result, agents and managers are able to detect when an interaction becomes negative and customers become clearly frustrated or angry.
Self-Service Options for Customers
By taking advantage of Natural Language Processing and sentiment analysis, there are many ways that AI can help contact center operations in real-time. For customers, AI can provide assistance in how they want to be helped. AI opens up dynamic, powerful self-service options for customers to use. One self-service option that takes advantage of Natural Language Processing and sentiment analysis is Conversational IVRs. Conversational IVRs allow customers to navigate their options or find solutions speaking as they would naturally without ever having to speak to a human agent or go through a traditional (and frustrating) IVR tree with numerous touch tone options. If it is detected that a customer wants to speak to a live agent, sentiment analysis can automatically pick up on the customer’s emotions and route the customer to an available agent.
Response Suggestions for Agents
On the agent side, AI can utilize Natural Language Processing and sentiment analysis again through suggested responses for agents to use during interactions. While agents are communicating with customers on any digital channel, AI can pick up on keywords and contexts that are being used in the conversation. Through this information, suggested responses can be delivered to the agent to advise the agent on how to best respond to a statement or question. By suggesting responses and advising agents, AI can help guide the conversation and assist the agents in reaching faster resolutions.
Real-Time Intervention and Training
On the management side, AI allows call center managers and supervisors to intervene in real-time during interactions. Through sentiment analysis, AI can detect whether interactions become negative immediately. When a negative interaction is detected by artificial intelligence, managers and supervisors will be notified about the interaction. Based on the notification, retention specialists can be sent to intervene in the call, transferring the customer automatically for retention. Transcripts and interaction history will then be saved and can be accessed later by the call center admin. Using this information, call centers can retrain their agents and see how to improve contact center service in the future.
Bright Pattern Real-Time Assistance
Bright Pattern’s best-of-breed AI gives contact centers the ability to perform real-time quality assurance. Utilizing AI from companies like Google, Microsoft, and IBM Watson, Bright Pattern’s real-time assistance can ensure high efficiency and satisfaction. Features like conversational IVR, suggested responses for agents, and real-time intervention and retraining can all be accessed through Bright Pattern’s platform.
As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.