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Enabling Agents to Transform CX Experience through Strategic Integration of AI

by DeJon Gaines, CIO, Customer Experience Management, Conduent - November 1, 2024

Enabling Agents to Transform CX Experience through Strategic Integration of AI

If we were to go back to time where agents were the sole resource to support customer service and customer experience (CX), I suspect companies faced the challenges that they do today:

  • Provide high quality customer service, which means timely, knowledgeable and engaging
  • Manage cost without compromising on quality, and 
  • Ensure consistent and locally relevant support no matter where you do business in the world.

While the challenges of CX have remained the same, the role of agents has evolved. Now CX leaders rely more and more on technology, while using skills agents for much more specific needs, such as resolving the most challenging issues, helping to close a sale and maintaining a company’s relationship and reputation with their customers. 

In this evolving environment, technology plays to two essential roles – provide quality service in handling many of the customer inquiries, which were previously managed by agents, efficiently, effectively while maintaining “humanity.” You are no doubt familiar with this type of technology – think chatbots. But tech, specifically integration of AI tools in customer service, has also become a game-changer for agents, empowering them to deliver exceptional customer interactions that are faster, more accurate, and personalized. Let's explore a few AI tools that are revolutionizing the customer service industry.

Real-Time Translation Services: Breaking Language Barriers
In the past, CX language strategies were driven by geography to meet language needs. For example, to find agents fluent in Dutch, hiring in the Netherlands was the go-to. That approach presented challenges in agility, scalability, ability to support every growing global business model and cost-efficiency. The advent of real-time translation AI capabilities has revolutionized the CX delivery model. Now, operations can be situated in any location, while still supporting a client’s languages needs. The technological advancement has enhanced service delivery by removing language barriers but possibly more importantly streamlined hiring process so companies like Conduent can focus on talent and recruiting agents with the strongest customer experience skills. Ultimately this capability has opened new markets and demographics and is making customer service more inclusive and accessible.

Predictive Analytics: Anticipating Customer Needs
People are engaging customer service for a variety of reasons – question about a product, confirming information or seeking resolution to an issue. That range means agents need to be proficient and knowledgeable about a lot. Using predictive analytics tools, agents have access to customer data that helps them anticipate needs and preferences. By leveraging these insights, agents can proactively address potential issues because they are provided “next best action” from the AI tool or they can offer personalized recommendations that enhance the overall customer experience. 
 
Sentiment Analysis: Understanding the Customer's Emotions
While technology solutions are becoming the foundation of CX, CX at its core is meeting the needs of people, who bring a wide of emotions to this interaction. Empathy, understanding and sensitivity need to be factored into this engagement. As noted earlier, the goal is maintaining the “humanity in tech.”  
 
Today a customer’s first CX interaction increasingly begins with technology like conversational AI or IVR. From the moment the interaction begins, AI tools for sentiment analysis begin to gauge the emotional tone of customer interactions. When the agent engages, they already have insight about how this customer is feeling and then can tailor responses to the customer's mood, leading to more empathetic and effective communication.
 
Empowering agents with AI tools requires a strategy
The transformation in customer service with the integration of AI is undeniable. Agents, previously limited by conventional service models and lengthy training cycles, are now empowered by AI through tools like real-time speech analytics and next best action capabilities, which also have significantly boosted productivity and speed to proficiency. 
 
But deploying AI isn’t one and done. An AI strategy must be built on continuous improvement and innovation. Tools that increase efficiency and precision plus promote empathy and personalization in service must be prioritized. By integrating AI in a controlled loop format to gather immediate feedback, technologies can be refined and deliver even higher caliber CX.
 
Conduent doesn’t see the future in customer service as just about adopting new technologies; it's about fostering innovation where AI is an integral part of enhancing every customer interaction whether it’s through a technological solution or an agent.

 

About the author

DeJon Gaines is a leader in digital contact centers applying a digital-first strategic mindset. With more than decades of experience, he has driven CX change across industry sectors, such as healthcare, online retail, high technology and government services. His role as CIO for Customer Experience Management at Conduent, he brings an innovative approach to integrating technology in customer care, enthusiasm for the evolution of contact center spaces and a commitment to operational efficiency.

 
 

 
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