Empowering agents with artificial intelligence (AI) is revolutionizing the customer and agent experience. By removing repetitive, mundane tasks, AI innovation will give agents the additional time they need to interact with customers’ on a human level and to personalize the customer service process.
When I had trouble with my internet connection last week it made me wonder how those big companies were doing with their global customer service operations.
Five9 IVA proved to be an ideal solution to help IQVIA provide a better customer experience. It was deployed for IQVIA as an auto attendant to allow customers to simply say what they were calling about. This flat menu significantly reduced the effort required from customers and resulted in a much higher percentage of correctly routed calls.
Your agents ARE your customer experience. It’s as simple as that. For customers, the agent helping them often makes or breaks their customer experience.
Customers want easy access to answers and service. Sometimes automation is just the ticket. With Virtual Assistant you can use the latest AI based technology to easily understand what customers want and provide it, quickly and without the use of a human agent.
Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:
Talking about improving your customer experience is meaningless if you don’t have appropriately integrated systems and applications to deliver the experience. Your agents need contact center, CRM, WFO, and UC/collaboration integrated in order to deliver world-class customer service.
