How Artificial Intelligence In The Contact Center Reduces Call Volume

rnArtificial Intelligence can be deployed to realise compelling results in the contact centre – reduce callrnvolume, increase customer satisfaction, reduce operating costs. AI contact centres and the best roboticrnprocess automation tools reshape the customer's and the service agent's experience. A bulk of customer calls revolve around their orders – delivery status, order status updates, changes torntheir contact details, payment enquiries, product queries, etc. These details can be easily and quicklyrnaccessed by the customer on an interactive AI-assisted interface. This eliminates the need to call arncontact centre. Real-time customer support in an AI contact centre integrates the best contact centre solutions:rnLive chat - Live chat is a real-time customer support channel. The use of live chats has increased. Tornmake it effective, an agent should be available to keep track of the chat at all times. Ideally, thernresponse time on live chat should be under 30 seconds. It is a great tool to engage people. Businessesrncan attract new customers and retain existing ones by providing swift, personalised service through AIrnpowered contact centres. Messaging apps - Customers prefer messaging apps over phone calls. It is commonplace today for mostrnpeople to instant message one another for information. Messaging apps like Whatsapp have a large poolrnof active users. Customers expect the same convenience when it comes to customer support services.rnInstant messaging takes away the urgency of a live chat, at the same time you can reach them directlyrnon their mobile phones. Messaging interactions cost businesses a lot less than phone calls, and morerncustomers can be engaged at the same time.rnChatbots - Chatbots can address common questions, which are asked often, about a brand or service .rnThe more complex queries can be redirected to a customer service agent for assistance. Customers canrnaddress simple questions to a chatbot to get instantaneous help. For example, simply assisting withrnwebsite navigation can improve the experience and improve the chances of turning a visitor into arncustomer. Automation assisted contact centre solutions make customer self-service possible, reducing call volumesrnat the contact centre. Chatbots and other AI assisted messaging services can help lessen repeated callsrnregarding the same query. It can save agent time and improve quality of calls by raising agentrnproductivity. The same agent could attend to calls that require more complex skills that a machinerncannot provide. A human agent can be intuitive and empathic. They can be used to address complexrnqueries that need the agent's thinking power. The best results can be achieved when AI and humanrnagents work hand in glove, creating more meaningful customer interactions while unburdening therncontact centre. Phykon offers the best contact centre solutions to build an AI contact centre that provides the best-inclassrnreal-time customer support. Get in touch with us to know more!visit www.phykon.com