Skilled agents
Your customer service agents are skilled professionals with valuable expertise – so are you using them wisely? After all, you wouldn’t use a skilled heart surgeon to sweep streets or clean windows, right?By diverting enquiries that can be answered without human intervention, your agents are saved the hassle of responding to stupid or repetitive questions. They can stay focused on providing high-level customer service instead.This also benefits the customer, who can get immediate answers to the most frequent questions, and reach human agents faster when they need to. As a result, the customer is happier, customer retention increases, and operating costs are lowered.
Let chatbots take care of the easy stuff
Instead of using a person to answer repetitive questions, chatbots can step in to fill the role. These can be either simple ‘Q&A chatbots’, which use a predefined list of questions and answers, or more advanced algorithmic or ‘AI’ chatbots like IBM’s Watson, or OpenAI’s ChatGPT.
A Q&A chatbot is the simplest one to work with, and it can cover almost all your most common enquiries via a chat on your website. It works a bit like a dynamic FAQ page, that customers can interrogate directly for answers to their burning questions. This is easy to set up in ROGER365.io, once you have a predefined list of common questions and answers.
In case the chatbot can’t provide an adequate answer, the customer can be given the option to escalate to the next level, such as a more advanced AI chatbot, or a human being.
As well as taking care of the bulk of enquiries, chatbots can also become a source of data. By collecting data on which questions are asked and which ones need escalation, your Teams Contact Center can constantly improve. It helps you to refine which questions can be answered automatically, and add answers to new questions when they emerge.
You can also use this data to review what information you are sharing with customers, to find ways of avoiding the need to reach out in the first place.
Integrating your Teams Contact Center with external chatbots like IBM’s Watson and ChatGPT
Stepping up to the next level, you can also use ROGER365.io to integrate your Teams Contact Center solution with advanced algorithmic ‘AI’ chatbots from third parties. These advanced solutions can field more complex queries – ones that aren’t on a predefined list.
Instead, they will search for the answer and generate a response. It might take some time to perfect this, but the efficiency savings could be huge.
By connecting your ROGER365.io contact center solution with an external chatbot, you can potentially cover a much wider range of questions (further reducing the load on human agents), and take care of more enquiries than a simpler Q&A chatbot cannot.
And, just like the Q&A chatbots, you can use logic to allow customers to escalate their query if they’re not getting the answers they need, or if they require more active support.
Adding logic and automations to boost efficiency even more
Automations can generate huge cost savings by eliminating tedious manual processes. Integrating these with your Teams Contact Center creates a streamlined set of business processes that are easier to manage. They can also capture data and perform tasks that otherwise might get missed out, because it’s so easy to set these up as automated tasks that occur every time.
Adding automations to chatbots (and elsewhere) can massively improve their capabilities and boost efficiency. Using the ROGER365.io flow editor, businesses can create custom logic flows that help guide customers to the best outcomes. These can be ‘actions’ as well as ‘answers’.
For example, an automation can be set up so whenever a customer interacts with a chatbot, it updates the CRM immediately with any new information, and saves the chat.
You could also set up an automation that recognizes when human action is needed, and sends a summary of the chat to the right agent. They can then take remedial action like sending a refund, re-sending an order, or reach out to the customer in-person.
Using voice recognition (speech-to-text and vice versa)
Another fantastic tool is voice recognition (speech-to-text) and text-to-speech. By using these two together, your Teams Contact Center can become hyper-efficient.
Starting with the flow editor, you can map out which queries are easy enough to be diverted to automated self-service options (like a chatbot), and which need to be answered by a human being. These can then be turned into a logical flow in your interactive voice response (IVR), ensuring each call gets directed to the right place.
You can also use the flow editor to set up chatbots to answer voice queries from customers calling via Teams. Using voice-to-text (speech recognition), the caller’s query can become a text query. This is then sent to an advanced AI chatbot, which answers with text. The answer text is then turned back into speech using text-to-speech.
Because people have become used to using virtual assistants (like Alexa and Siri) to answer questions in everyday life, this is already a natural way to find things out.
You can also use the flow editor to divert queries based on data from the CRM, ensuring that your best customers get the best treatment, and any customers with overdue invoices are forwarded immediately to the finance department as soon as they call.
Generating the right solution in the most efficient way
Automations are there to save you time and money - so use them! By ensuring that common queries are dealt with quickly and efficiently with chatbots and other automated self-service options, your agents will be able to deal with important queries more quickly. This helps your agents stay focused on value generation that leverages their expertise and knowledge.
With automations and AI tools fully integrated into your Teams Contact Center solution, every part of your business can work together in perfect concert. Your customers get better results, and you can generate even more efficiencies too, by keeping everything fully integrated and within the secure hub of Microsoft Teams.
ROGER365.io has the full flexibility to fit around your business, and the extensibility to meet your growing needs. Any integration imaginable is possible – want to learn more?
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