Self-Service

Melding AI and Virtual Assistants with Humans: The Right Formula for a Superior Customer Experience

By now, just about all of us have encountered an automated system when reaching out to a contact center. According to research cited in a 2017 IBM Watson blog, by 2020, 85% of all customer interactions will be handled without a human agent. Sometimes, such systems work flawlessly: the bot or virtual assistant (VA) understands customers responses easily and the conversation progresses smoothly as they either get the information they expected or complete the process they hoped to finish. In some cases, customers may not even be sure they are interacting with an automated entity.

But while AI continues to provide increasingly beneficial results in the contact center environment and to grow in its capabilities to emulate human behavior, it is not yet the be-all, end-all technology that can resolve every issue. In some instances, the AI system simply can’t process the information that customers supply, leaving them ensnared in a loop of repetitive responses….and the resultant frustration can have immediate and serious consequences. NICE inContact’s 2018 CX Transformation Benchmark, revealed that only 33% of consumers found that chatbots and VAs consistently made it easier to get their issues resolved.

This is precisely why it’s critical to ensure that empathetic human intervention is readily available.

When the human touch is needed, it must be prompt, proactive, professional and above all, responsive to the customer’s needs. While many contact centers are increasing their reliance on AI solutions to reduce headcount and deliver rapid ROI on their technology expenditure, they are also learning that not having enough caring flesh-and-blood agents ready to complement their electronic counterparts can result in diminished loyalty and customer churn. Establishing the right balance between an effective, continuously updated AI program and humans who can seamlessly step in at just the right moment is a necessity in an environment where customer satisfaction has become the most significant business differentiator.

Having the capacity to train an AI system to determine the exact point in a conversation on any touch point where the customer needs to be handed off to a live agent is the most important factor in the process. Analytics plays a key role: data gathered within each individual interaction can provide a treasure trove of relevant information enabling managers to better understand what sets a customer on edge, what makes them feel more comfortable in a conversation that is not going well and what can ultimately drive them to take their business elsewhere. Having the right intelligence readily available also enables management to also pinpoint necessary adjustments in policy, procedure or verbiage.

Of course, as AI increases in intelligence through machine learning, it can also provide additional value-added suggestions such as which department is best equipped to assist customers based on analysis of their specific needs. Leading-edge AI solutions can pair such customers with an individual agent with the right skill set to guide them to successful resolution of their issue.

Companies investigating either implementing or upgrading an AI customer service solution need to develop a strategy that offers optimal potential to enhance customer relationships and improve the quality of interactions on all touch points. In addition, they must explore ways to strengthen collaboration between self-service entities and live agents.

On Thursday, October 3rd at 1:00 PM ET, CrmXchange will present a Best Practices Roundtable on Seamless Customer Experience: Combining AI VA with Live Agents, featuring experts from leading solution providers NICE inContact and Verint. Among the topics discussed will be:

  • Current AI adoption trends: how to get the most of early AI investments
  • How is AI impacting customer service today and what’s ahead in the future?
  • Where AI can add the greatest benefits
  • How to define and implement the right mix of automation and human touch—without damaging consumer trust and undermining relationships in the process of digitization.

This informative roundtable webcast is complimentary and those unable to attend it live can download it approximately 24 hours after it is completed. Register now

How Inconsistent IVR Personas Damage Your Brand

Imagine coming across an Instagram post for a brand you’ve taken notice of a few times before. You love their aesthetic and they have a product you’ve always wanted to buy. You decide that it’s time to make a purchase. First, though, you have a couple of questions.

You call the company, expecting an exchange that’s reflective of the warm, kind, youthful energy they exude on Instagram. What you get, though, is a cold, to-the-point response, making you stop to wonder if you dialed the wrong number.

Interactive Voice Response (IVR) systems may technically be robotic, but they can also be personalized to your brand. Your IVR needs to give your customers the same impression that your website, live agents and marketing campaigns do. If your IVR doesn’t sound on par with your brand, it could easily turn off customers.

Stay True to Your Brand Voice

Your brand’s voice includes specific words, overall language and the general attitude that your IVR persona should convey. You’ll want to record your IVR prompts using a brand-appropriate persona. Refer to the style guide for this – the brush-up won’t just help your IVR, but your entire team of agents, too.

Avoid Common IVR Persona Mistakes

Regardless of the brand voice, there are a few things that no customer wants to experience when they call your support line, no matter what you’re selling. Avoid IVRs that sound too mechanical. Don’t use strange or unnatural language. Limit the different voices customers hear, and use only trained voice actors for prompts. Make sure the IVR is actually helpful ­– the last thing a caller wants to do is use a different avenue of communication to get the help they need.

Instill Trust in Your Customers

Having a consistent brand voice does more than just make your company seem unified. Behaving consistently also instills trust in your customers, which can improve loyalty. Plus, your customers are more likely to recommend your brand to others, come back as repeat customers, and even stick with you should your prices increase.

One Last Thing

Want to know if your IVR persona is truly hitting the mark? Put yourself in the customer’s shoes and call the IVR yourself. Pay close attention to how it speaks to you. If you find the persona jarring, chances are your customers are going to be even more affected by it.

 

3 Reasons Your Contact Center Should Implement Voice-Enabled Self-Service

By harnessing the power of voice technology, your contact center can alleviate some of the stress placed on your workforce and your bottom line. When it comes to important, urgent or complex issues, most people still want to speak with a live agent. However, for simpler tasks like asking basic question, ordering products or checking delivery status, customers would rather depend on self-service. Here are three reasons why you should consider conversational self-service.

  1. You’ll get rid of complicated menu trees.

Old IVR models have lengthy, complicated menu trees that today’s customers don’t have the patience to deal with. With an old touch-tone or directed dialog-based IVR system, the customer would hear something like, “For account balance, say ‘account balance’ or press 1; for bill pay, say ‘pay my bill’ or press 2…” etc. With voice-enabled self-service, though, the customer can say something much more natural, like, “I want to check my account balance,” and be directed to the correct place the first time around. This streamlined approach to self-service means that fewer customers will opt out of the self-service module in order to speak with a live agent.

  1. Customers prefer it. 

Today’s customers don’t just opt to use self-service when it’s convenient, they actually prefer it, and conversational self-service is an even simpler, quicker way to engage with a company than before. The customer will have a similar experience to speaking with a live agent but without hold times, lengthy conversations or even niceties that can sometimes extend a call. The customer experience with conversational IVR is intelligent, personalized and efficient.

  1. The results are impressive and big companies are noticing.

When American Airlines upgraded their IVR system with Conversational IVR from Nuance, the saw a 5% decrease in the number of calls handled by live agents. When they realized their old IVR system had become antiquated (up to nine different voices; only some speech-enabled applications) they decided to modernize with a new system that would offer a more streamlined experience. They’ve gotten excellent feedback, finding that customers love interacting with the new system, which feels very much like chatting with a live agent.

Your customer service performance can only be based on your contact center’s weakest channel, not the strongest. With an advanced voice-enabled self-service system, interaction time is lowered, customer effort is eased and tasks are simplified.