Enterprises like yours are logging vast amounts of data, through cloud-based technology like hosted voice communications and other solutions. Few companies are tapping into the potential that data has for improving productivity and enhancing the customer experience. Artificial intelligence (AI) and hosted voice, when paired together, offer a way to utilize data for streamlined customer service.
Hosted voice solutions such as hosted Voice over Internet Protocol (VoIP) and Unified Communications as a Service (UCaaS) gather extensive information about communications, from time-of-day call volumes to patterns in word usage and response times. Companies can tap into this information to analyze and understand customers, their preferences, and which complaints are most likely to terminate communications.
What’s even better is when AI and hosted voice come together to automate some of the more time-consuming aspects of customer service. This approach frees up service representatives to spend more time talking with customers, resolving complex problems and identifying ideal solutions. Here are a few ways that AI and hosted service improve the customer experience:
Personalized service: Your company is able to utilize interactive voice response (IVR) to collect all relevant information about a customer so that a service representative is equipped to better handle the call. From account information to a history of communications with your company, your representative is able to see that the customer called the week before with a complaint or question and they can follow up to determine if the issue was resolved satisfactorily. This tool allows service reps to handle calls more efficiently and improve overall customer satisfaction.
Pattern analysis: No customer ever likes to sit on hold, and AI and hosted voice can be tapped for critical pattern analysis to determine when it’s most likely to happen. Scheduling the right number of reps for any given period has always required some analysis, but through AI, that analysis can be automated. This tool can come in handy when seasonality or a special promotion are expected to increase call volumes, but it can be difficult to determine just how much.
Chat bots: This technology has come a long way in recent years, with chat bots making it convenient for customers to quickly and easily schedule appointments or other tasks that can be automated and taken off the hands of customer service representatives. In the healthcare setting, chat bots can even help patients receive all of the information for an upcoming procedure and answer questions about timing or location.
Virtual contact center agents: Virtual agents can handle a wide variety of tasks, from either offering services in a customer’s native language to offering translation between the caller and a customer service representative. Virtual agents can also recognize patterns, such as a flood of calls coming in when a promotional item’s landing page isn’t loading correctly, and be programmed to offer a set of instructions for accessing the promotion.
AI and hosted voice offer a wide variety of ways to improve the customer experience and streamline productivity for customer service departments. For more information on what this technology could do for your enterprise, contact us at Cory Communications.