Contact centers are witnessing a major transformation as automation technology is making inroads into BPO industry. As the primary source of contact for customers, contact centers play a vital role in shaping brand image. For instance, a brand could lose a customer if the live agent that the customer is communicating with fails to provide the right solution to a problem in a timely manner. However, the growing base of customers is adding immense pressure to contact centers owing to their limited human resource. This is where automation technology can make a difference. The benefits of contact center automation are countless, thanks to the emergence of artificial intelligence and machine learning.
1. Provides Better Customer Experience
The queuing of customers on an IVR line results in a negative customer experience, eventuating with a lost customer. Therefore, it is crucial for contact centers to adapt to visual IVR that allows choosing the right option at one click on smartphone screen, as opposed to listening to all the instructions emanating from an IVR.
2. Relieves Live Agents of Handling Unnecessary Calls
Responding to insignificant calls that customers make to ask simple queries takes away most of the agent’s time—thus restricting them from concentrating on calls that require immediate attention. Automating contact center will not only enable agents to focus on handing irate customers better but also helps them to offer a delightful experience.
3. Mitigates Cost
Most of the calls received by customer care are simple queries. Although solutions to a wide array of queries are already available online, customers prefer calling up agents rather than browsing for solutions themselves. Automating responses for such calls can save cost to a great degree.