Technology Record - Issue 30: Autumn 2023

59 Unfortunately, contact centres are more infamous for driving disengagement and attrition than they are for cultivating happiness. More than two-thirds of these platforms force agents to spend too much time on low-value work, such as answering repetitive questions or looking up basic knowledge – and most agents have to access at least four systems in a typical day. By improving agents’ access to customer data and company knowledge, AI helps organisations to eliminate these sources of undue effort. Chatbots and process automation solutions reduce repetitive work, further enabling agents to spend time on the highervalue, more rewarding parts of their job. AI can also assist with real-time training, providing agents with enriching personal development and ensuring they are consistently able to answer customer questions. Furthermore, brands can leverage AI analytics solutions to assess employee sentiment and flag potential frustration and disengagement risks before they trickle down to customer interactions. 5. Improved post-interaction summaries and intelligence. Every customer interaction represents an opportunity to learn and improve. Capable of understanding natural language and creating useful content, generative AI tools can accurately summarise, analyse and classify key notes and takeaways from calls. This is instrumental for helping businesses identify opportunities for large-scale customer experience improvements and building accurate profiles for individuals. As they generate this effective post-interaction intelligence, the AI solutions free up employees from monotonous work and instead allow them to engage in meaningful conversations with customers and remain friendly, supportive and empowered while doing so. Hans Kramer is global head of marketing at Anywhere365 Photo: iStock/PeopleImages