When our clients want to bring artificial intelligence (AI) tools into their contact centers, we see a series of common pain points that can be avoided with the right strategy, established at the very start of the project and across the entire organization.
Getting the most out of your investment in AI tools and technologies for your contact center is of ever-increasing importance, as today’s customers expect more rapid, specific, and personalized service communications from the brands they purchase from than ever before. Hyper-targeted service experiences are no longer considered going above and beyond—they are the bare minimum.
Before implementing a new AI tool into your organization’s contact center, it is important to establish the strategy and secure company-wide buy-in. Take these steps first. Each is crucial to achieving next-gen customer service for your contact center.
Conduct an initial financial assessment to identify revenue opportunities and justify the investment in conversational AI and Generative AI (GenAI) solutions.
Utilize NLP to accelerate the development of virtual assistants by generating utterances, intents, and standard responses, facilitating a more efficient and engaging customer experience.
Develop customized ML and AI models for specific use cases using techniques like clustering, reinforcement learning, topic modeling, and acoustic modeling.
Real-world examples
In recent client engagements focused on integrating AI into the organization’s contact center, we saw common opportunities for improvement and investment reallocation to get the best results. We’ll explore a few below.
Looking ahead
When reviewing the above real-world use cases holistically, we can see a pattern of what will help today’s organizations succeed with their AI implementations for their contact centers. Centralizing data across the organization, establishing business goals and benchmarks, leveraging bespoke models customized for your industry’s use cases, and starting small before scaling are all crucial steps to a successful contact center transformation with AI tools and technologies at the center. This powerful advancement can do wonders for reducing costs and enhancing customer service interactions in today’s marketplace, but a successful implementation requires first laying a strong foundation.
Tim is a managing director with Deloitte Consulting LLP and brings more than 22 years of experience to his work in the optimization of customer interactions and the transformation of the contact center. He has advised clients across industry how to balance strategic objectives, the practical realities of contact center operations, and promises of new technology. He emphasizes helping clients operationalize strategies and deploy technologies to maximize the contact center’s customer experience while improving efficiency and reducing the cost to serve. A sampling of projects include: Transformation of contact center operations for a leading hospitality firm resulting from an acquisition Transformed operational processes and technology platforms to streamline operations and accelerate growth for a global business process outsourcing provider Advised a financial services client in the evolution of its global contact center operations with an emphasis on balancing cost, customer experience, and revenue improvement
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