Types of agent augmentation
There are different types of agent augmentation that can be implemented in a business according to requirements. Let’s take a quick look at some of these types:
Augmentation that reduces repetitive tasks
By cutting down the daily mundane tasks that are repetitive, agents can make use of their time and effort to execute high-value and complex tasks and queries. Using chatbots is a great option to ensure that. When used correctly, these bots can provide an immersive FAQ system eliminating the immediate need for a human agent.
Intelligent call routing
Another type of agent augmentation strategy is to assign tasks according to the skill set and expertise of the agents. Pushing calls through to the first available agent for quick resolutions is not an effective strategy.
Delegating the relevant expert for the job from the beginning can save a lot of time and effort. Having an intelligent routing system can minimize the number of escalations during a call and increase customer satisfaction levels.
Predictive and automated dialers
Augmentation can also be introduced through predictive and automated dialing solutions saving crucial agent time. It is designed to increase agent efficiency by calling as many leads as possible, quickly detecting busy signals and disconnected numbers, and moving to the next call.
Social media, chats, and texts implement predictive dialing too. It can detect a customer’s preferred channel and immediately deliver interactions with an agent providing customers with a proactive outreach. This type of augmentation is a powerful way to ensure that businesses get the most value out of every call.
Virtual assistants (VA)
Despite the automation and chatbots, customers still prefer some level of human interaction. A hybrid AI system solves this through robotic counterparts or virtual assistants that assist the agents, thereby creating a more efficient contact center.
Virtual assistants have access to back-end information with plenty of valuable contextual data to help agents create positive experiences for the clients. For instance, VAs can share customer call history, name and background, purchase history, and other insights like sentiment analysis with the agents enabling them to create a more personalized experience for the customers as the call progresses.
Enhanced analytics for agent training
As AI-driven VAs continue to gather critical information from conversations, supervisors can use that data to analyze where the team requires additional training and support, as well as the areas to focus on when serving customers. Through these in-depth insights, training systems can be set up for customer service representatives to become more effective.
Team augmentation helps contact centers explore how AI and automation can support and enhance agent performances. Implementing it is easy for businesses of all sizes allowing them to empower agents with contextual information, real-time analytics, live assistance, and other useful insights that they need to provide a valuable customer experience. Augmentation is dedicated to making sure that contact center representatives have the tools they need to efficiently address client problems.
Learn more about how you can implement agent augmentation in your contact center. Connect with our experts.