Improving customer experience boosts your bottom line
A good customer service experience can have a significant impact on business performance. Efficient, responsive contact centers are key to building customer loyalty and preference. Machine Learning (ML) helps on both fronts, reducing time to resolution and providing deeper customer engagement insights.
Businesses are taking advantage of Artificial Intelligence (AI) and Machine Learning (ML) to improve the customer experience for both customers and contact center agents. ML is transforming contact centers by automating issue resolution processes and enabling relevant, intelligent, real-time content delivery to agents and customers across channels. Faster, more effective service, with enhanced personalization, helps win and retain customers, reduce agent churn and drive revenue growth.
Turn your contact center into a profit center with machine learning
AI and ML help solve key contact center challenges, improving customer experience, increasing agent
effectiveness, and reducing expenses.
How AI and ML boost contact center performance
Increase customer satisfaction
• Service customers’ routine needs with intelligent, conversational voice and chat bots
• Reduce call queues
• Route callers to the right agent, right away
• Improve first contact resolution – by providing the right information, at the right time
through the customer’s preferred channel
• Deliver personalized experiences
Increase agent productivity
• Reduce call volume
• Automatically verify customer identity and recommend content to agents in real time to quickly resolve customer issues without having to manually search
• Enable real-time support assistance prompts for agents
Increase business performance
• Reduce costs with self-service technologies
• Increase performance through better insights on customer satisfaction, potential
product issues, and agent training effectiveness
• Deliver faster, more personalized, customer service, leading to higher NPS/CSAT scores
This article is posted at aws.amazon.com
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