Contact centers: ai-driven evolution
Are we ready for large-scale adoption of Artificial Intelligence (AI) as an assistant in our daily lives? Everything seems to indicate that we are. Or at least, that’s where we’re headed. The rise of Large Language Models and various generative AI models has demonstrated the multiple benefits of this technology and how the industry is at the perfect point to take advantage of it.
And the public is not far behind. Despite divided opinions, people are increasingly prepared to use AI assistants. Just look at the buzz generated by the introduction of products like the new personal assistants Humane Pin and Rabbit R1, which promise the experience of a virtual AI-powered companion in the palm of your hand.
While these developments are not perfect, AI assistants are a reality advancing by leaps and bounds. A clear example of this is the benefits that conversational bots have brought to customer service. The adoption of these models has enabled innovations that directly improve the experience and efficiency in Contact Centers.
The new era of customer service
With customers increasingly seeking higher quality service and multichannel attention, contact agents have found a competitive advantage in the digital transformation of Contact Centers through AI.
Implementing bots capable of understanding and generating more natural and complex responses has allowed the automation of tasks that previously required human intervention and delayed the process. These bots’ ability to anticipate customer needs and personalize their responses provides customers with expert and efficient interactions in a fraction of the time.
Webex Contact Center, A step ahead
The improvements implemented in the Webex Contact Center since January of last year demonstrate the advantage that AI implementation can mean for the industry. From frontend innovations aimed at the customer, such as faster interactions, personalized calls, and smooth expert intervention, to those aimed at agents, such as better call control, management and tracking, optimized and automatic data entry, expert triangulation, and support for new tools.
More specific examples of this can be found in innovations like the new Optimized Data Entry with Microsoft Dynamics and Webex Contact Center, or the support with TLS 1.3 and WebRTC of this platform. We also have their new search APIs with GraphQL and the implementation of the ServiceNow connector in their Contact Center. These, among many other improvements, regardless of their size, generate a positive and exponential impact on the efficiency and satisfaction of the Webex Contact Center.
Explore all the improvements that AI implementation has enabled for supervisors, agents, and administrators of the Webex Contact Center and discover why this technology is marking a before and after in the customer service industry.
Artificial Intelligence is revolutionizing Contact Centers and the customer experience, and it is just beginning. It’s time to consider the role it will play in our daily lives and its impact on customer processes and interactions. For now, it is already playing a fundamental role that will allow companies to stay in an increasingly digitized and demanding market.
Want to know more? Ask the experts, contact us today.