Live-agent assist: Use AI and automation in the back office for EX, speed, and accuracy
To improve the CX, brands worldwide are enhancing their contact centers by introducing new channels.
Companies are investing millions in the front office—without also investing in their employees. Companies are not giving employees the tools they need to support omnichannel environments and not using cognitive computing abilities to understand and facilitate what the agent is hoping to gain.
It’s well known that the employee experience (EX) has a dramatic impact on the CX. When agents are engaged, consumers can sense that job satisfaction.
Predictive and cognitive analytics can help agents anticipate customer concerns. Prepared, satisfied, and empowered agents stay longer, perform better, and engage with consumers in meaningful ways.
By eliminating repetitive tasks and providing sentiment, demographic, product information, status, etc. so that agents can better tailor responses, cognitive contact centers make an agent’s job more enjoyable, which leads to KPI improvements.