Can a machine really provide your customers a better experience? With today’s increasingly sophisticated AI (Artificial Intelligence) technology, the answer is a resounding “yes.” AI is everywhere – in our devices, our online interactions, in technology found in our homes, where we shop, eat, and travel. In fact, industry leaders predict that by 2025 we can expect that AI will be woven into nearly all applications we work with and anticipate that nearly 85% of all customer experiences will be powered by AI digital assistants.
Small wonder that forward-looking leaders are embracing AI. One key advantage is leveraging AI-driven technology to lower costs, drive innovation, and improve productivity. The ability of technology to intelligently analyze and apply data is also proving to be a key differentiator in fostering closer and more meaningful experiences and relationships with your customers.
Take Contact Center AI. As we work with organizations in revisiting their contact center strategies, we are developing new insights that allow our clients to see and use contact center initiatives differently – from a revenue-draining cost center to a strong revenue-building channel. The difference is transitioning customer contacts from a service-only model to a proactive “sales through service” approach driven by smart AI applications. This requires an organizational change in thinking from a limited focus on CSAT (Customer Satisfaction) to a broader view of customer “stickiness” by aligning customer needs/desires with products and services that drive increased revenue.
A core AI challenge is effectively integrating data captured by various input methodologies. Contact Center AI intelligently resolves the challenges of transactions requiring the interaction and integration of complex data sources such as human voice, conversational analytics and providing real-time information from multiple sources to proactively engage with your customers. How?
Through responsive tools that address these integrative/analytic hurdles:
- Speech-to-Text
- Content linking / Agent Assist
- Conversation/sentiment analysis
- Data analysis from stored logs, conversations and event history
- Sales programs and offers
We are Symbio, a global technology services company that envisions and creates software and customer experiences to attract and connect with millions of consumers. Symbio, as a part of VXI Global Solutions, a global leader in customer care centers and engagement platforms, offers a unique perspective on the customer experience. Our technology and content center expertise enable us to give our clients the advantage of technology know-how to design, build and support modern and intuitive contact center and training solutions – solutions that effectively integrate customer insights, cloud and AI technologies.
If you’re ready to explore the advantages of leveraging AI cloud technology to drive customer service, satisfaction, and sales, Symbio is ready to help you make it happen. Contact us to learn how our AI solutions can help you.