How will Real Time Assistants transform your contact center?

You must be familiar with Rally Car Championship. While from a distance we watch the racing cars zipping across and scorching different terrains, if we zoom in we can find meticulous team work in complete coherence. The most important person is the driver himself. But with him is the co-pilot continuously providing the assistance much needed to beat the competition.

Lets take the analogy of the car rally to the contact center arena. While it is not a competitive sport running a contact center, it has similar comparators. You have the agent who is in the driver’s seat. He is steering the vehicle and his focus is on navigating the course and ensuring each interaction is successfully completed.

To be precise and efficient, AI has to come to the rescue. The AI powered real time agent assistant can be the co-driver or co-pilot for the agent. It provides critical information like upcoming turns, optimal speeds, and different hazards. In the realm of contact center it will be understanding the context, providing data and real-time suggestions.

Another key actor is the team manager (supervisor in contact center) who monitors the race remotely, ensuring strategy alignment and offering guidance. 

To win the championship a strong collaboration ensures the team performs optimally. 

Lets look at different scenarios and how the real time assistant plays the co-driver role and its benefit for business and team.

Faster Resolution:

The co-driver calls out the next turn before it appears. Similarly the real time Agent Assistant provides agents with instant answers, reducing the resolution time and the AHT. 

Example: The AI agent detects that the customer is asking for a refund policy. It immediately pulls up the refund policy and shows the terms and conditions to the agent. The agent is able to glance through and provide precise information in no time.

Accuracy and Consistency:

The co-pilot along with GPS provides accurate information to the driver so that the driver steers through the correct path. Similarly with real time Agent Assistant, accurate information is necessary for the right outcome.

Example: The customer is enquiring about home loan rates and the Agent assist pop-up with the updated rates, tailored to the customer's account history. So it pairs the rate with the customer's profile. This is what makes it more relevant.

Personalised experience:

In the car rally, the co-driver guides according to the track. It adjusts the recommendation based on the situation. Similarly the AI Agent assistant tailors its recommendations based on the customer profile. 

Example: A telecom customer calls regarding a billing issue. The AI powered Agent Assistant informs the agent:

• Past interactions show the customer frequently upgrades data plans.
• Offer a personalized data plan to retain loyalty.

This way the agent can provide personalized offerings and also achieve upsell/cross sell during service calls.

Coaching and Training:

The manager in the racing analogy monitors the performance post race. However the real time Supervisor assistant can identify the calls where the agent needs supervisor help. The real time assist can flag such calls so that the supervisor can monitor them in real time and provide real time assistance by doing a call whisper or call barge-in.

Example: The assistant detects anomalies during the call, the customer is agitated or there is an upsell opportunity which is not being well managed by the agent. The AI assistant notifies it to the supervisor.

This is very helpful for business as real-time assistant in contact center helps the customer and agent during the golden moment (when the interaction is on) and improves CSAT.

Supervisor Insights:

Team managers get insights during the race to guide their decisions. This is also helpful to define the future strategy. Real time assistant captures various valuable insights like Word cloud - what are the key concerns getting highlighted during the shift, call summary and customer sentiment. 

Example: Real Time assistant (RTAs) capture the customer mood during the call. The supervisor can filter interactions having negative sentiment and analyse those interactions so that corrective action can be taken.

Key use cases for Agents:

1.Real time suggestions: Auto fetch or generate (using Gen AI) response from knowledge base, CRM data and provide crisp and personalized response. 

Example: An agent handling a warranty issue gets real time assistance related to the product warranty and its applicability for the specific customer is the product is under warranty

2.Call summary: Real time assistant generates the call summary with clear action items. This is provided to the agent so that it can be easily inserted into call remarks. Also the call summary is available in the customer timeline for any future reference.

Example: After a technical support call, the system logs the issue and resolution.

3.Compliance monitoring: Adhering to scripts and regulatory guidelines is critical in finance and other domains. The AI assistant can highlight those omissions during the call so that the agent can take care of those misses during the call.

Example: AI assistant highlights whenever the agent omits mandatory disclosure in a financial product sales call.

Key use cases for Supervisors:

1.Live call monitoring: It is impossible for supervisors or team leaders to monitor all the calls. AI supervisor assistant provides alerts for at-risk calls. This enables the supervisor to intervene and take corrective action.

Example: The AI agent flags the call which has potential escalation. The supervisor intervenes and de-escalates the situation.

2.Agent performance monitoring: The Supervisor assistant monitors the agent performance during customer interactions and provides insights about agent performance.

Example: AI assistant identifies the agents who frequently struggle with upselling or having lower customer sentiments. Such agents may need more guidance from the supervisor.

3.What is trending: The supervisor assists can identify what are the trending topics in the contact center. The supervisor can view at a glance and identify the major concerns that are getting reported.

Conclusion:

Real-time assistants in contact center are the co-drivers for agents and supervisors, guiding them toward success. Similar to co-drivers, they are crucial for a winning team providing them the much needed accuracy, speed, and personalization. Real time assistants transform the contact center into a well-oiled machine that keeps both businesses and customers on the winning track. Transform your contact centers with AI today.