Using AI for customer experience insights

Contact center agents are using generative AI tools to expand their skillset 

The life of a contact center agent is packed with a varied set of tasks and responsibilities. He/she must meticulously provide information about the required product/service to the existing or potential customer, a task that usually sounds easier than done. Before catering to a customer’s problem or concern, a contact center agent must be well versed with umpteen problem scenarios that may happen or that have happened in the past. Additionally, the agent must pass on the response in a language and format that is understandable to the customer.

Enter, generative AI tools that can make work more relaxed and fruitful for agents – without having to invest too much time or energy. With a market brimming with AI-powered tools that can not only smooth the entire process of customer support but also ensure successful customer engagement simultaneously – it’s a welcome addition to the world of CX.

For instance, a platform like HGS’s Agent X , a cloud-based contact center AI software that helps agents create synergic and pleasant experiences for customers, can proactively anticipate customer needs and, in turn, suggest personalized solutions for their problems. This immediately gives organizations the opportunity to connect in a way that meets the customer exactly where they are at in life.

Gaining insight through AI-powered software

Every day, contact center agents interact with many customers across distinct communication platforms. How and what they communicate decides the fate of the customer-agent relationship. Contact center agents can make the most of AI-powered software to seek improvement in many areas, including:

1. Grammar and comprehension: It is essential for contact center agents to have excellent comprehension abilities and a sound knowledge of grammar for the language being used. Tools like ChatGPT and Grammarly help agents strengthen their grammar and interpretation skills by displaying smart and grammatically sound replies from their knowledge base. Contact center agents can consider these replies as benchmarks for future projects. Also, agents have implemented an omnichannel approach – interacting with customers through other channels outside of calls, providing unprecedented flexibility. So, having supplemental support with grammar and comprehension will go far. Whether it is responding to a message on social media or answering questions through company’s email id, generative AI tools can correct grammatical errors and suggest better alternatives for words and terms used in the response.
2. Analytical thinking: Contact center employees may not have an answer to every question. While the traditional knowledge management systems in contact centers have proven to be inefficacious when high volumes of customer queries are pouring in, contact center agents have turned to AI-powered KMS (Knowledge management systems) – seeking knowledge and understanding for unprecedented situations. However, AI-powered tools normally do not lay out an extensive plan, rather prompt the agent to approach the dilemma in a particular way. These prompts or suggestions can motivate contact center agents to brainstorm on tricky and complicated problem statements, thus improving analytical skills.
3. Articulating professional responses: Customers do not want lengthy answers. They want clear and concise solutions. Agents have to be stringent yet effective with their choice of words no matter how complex the matter is. Nonetheless, out of the many skills that contact center agents are expected to have, speaking clearly and politely, and writing formal, informative, and empathetic answers are a must-have. Generative AI tools have features that can read and understand human-initiated conversations, allowing agents to seek help while simultaneously crafting answers for their customers. Additionally, some tools are advanced enough to identify changes in intent while scanning through a conversation.

While many professionals from different sectors are debating whether AI backed tools should be used to replace human resources or should be uprooted in every way, the customer service industry has the opportunity to maximize this incredible progeny of AI as a reliable ally to flourish and reach new heights in the field of customer experience.