An article titled ‘How Contact Centers can use the latest AI to improve customer outcomes and reduce call volume’ by Warwick Analytics has been featured on the publication for customer experience CRMXchange.
Understanding why outcomes vary between agents can prove difficult, requiring proper categorisation and real-time tracking of outcomes. A contact center provider, handling thousands of customer contacts on a daily basis, recently used the latest in AI text analytics to improve customer outcomes, set intelligent KPIs for their agents, and simultaneously reduce overall contact volume.
The contact center used a Machine Learning platform called PrediCX from Warwick Analytics that automatically classified their interactions for early warning signs, insight and the next-best-action to be derived.
Sentiment and sales intents models were also built to allow the reassessment of existing agent KPIs, maximising their performance without the need for CSat surveys.