Read our article ‘How AI can improve customer and agent satisfaction in difficult times‘ at ContactCenterWorld.com, the global association for contact centre and customer engagement best practices,
If contact centres are dispersed or even working from home, with reduced support, then conversational analytics can play an even more important role in identifying opportunities for efficiencies and maintaining customer and staff morale.
And of course, it’s really important to look after agents during unprecedented times, maintaining their wellbeing and motivation. The machine learning makes every call, chat and email measurable in terms of how it went, as well as how well the agent did i.e. against the propensity of the particular issue and customer state at the beginning of the interaction.