Whitepaper

Using AI to improve the contact center customer experience


Harvest more insights, refocus quality assurance teams, improve first-call resolution, improve CX in real-time, and increase NPS® scores and revenue

Using AI to improve CX whitepaper cover

Insight 1

Overreliance on NPS® may limit CX improvement efforts

Fewer than 3% of customers take the NPS® survey. Most customers who take the survey are either detractors or promoters. NPS® is a lagging indicator and not immediately actionable.

Insight 2

AI can help improve the CX alongside NPS®

AI can improve overall CX through personalization, increase operational efficiencies by automating repetitive tasks, and drive revenue by acquiring and retaining customers, up-selling, and cross-selling.

Insight 3

AI and automation empower contact center QA specialists

AI-powered dashboards can automatically provide contact center QA specialists with real-time call summaries, sentiment, drivers, transcripts, recordings, and recommended improvements.

Insight 4

AI can drive contact center quality, CSAT, FCR, and financial improvements

AI with speech-to-text analytics enable real-time quality improvements, increase CSAT, identify call drivers, calculate first contact resolution (FCR) metrics, and train agents based on sentiment analysis.

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Awards and recognition

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Frost and Sullivan award 2020

IAOP 2020 award badge

NelsonHall NEAT Leader award 2019

Excellence in Customer Service Award 2022

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