Instant overview of caller context 

Whenever a customer gets in touch, it’s always part of a bigger picture. Whether they call, or send a WhatsApp message, agents need to understand the customer context.

Many organizations use their CRMs to build a complete 360-degree view of the customer – but all this data can become hard to navigate.

Now, thanks to ROGER365.io’s plug-and-play AI, agents get a clear overview generated automatically.

All the right information in a glance

The ROGER365.io Teams Contact Center allows direct access to your CRM from the Teams client. This capability can be highly customized with the PowerFrame, so your organization can decide which elements, data, and actions are available directly from the Teams client.

However, this may not account for evolving and dynamic situations. Your customer’s interactions all form part of an ongoing story.

Agents must be up-to-date with the latest chapter - instead of starting from ‘page one’ each time.

Using this ready-to-use AI tooling, each interaction can be accompanied by an updated overview that reflects the customer perspective.  

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Seamless customer knowledge across all channels

This capability can give agents better context to every interaction, and across all channels. It means that if a customer switches between channels during an ongoing query, you still retain a consistent overview. And, they don’t need to explain their situation every time.

Without any effort, the caller is recognized, and agents have the most relevant information available in the CRM.

With a little customization, agents can get an easy to understand summary detailing their most recent call or query, the specific issue/s raised, and the resolution/s provided.

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Gain immediate benefits from ROGER365.io’s integrated AI

This AI tooling requires some technical setup to get started, and there’s substantial room for customization too, if needed.

This means that you can instruct the AI to include specific additional information in the summary. For example, if the customer has special requirements, sentiment analysis of the last interaction, or information about their location.

However, as an integral part of the ROGER365.io Teams Contact Center AI, this is an easy-to-use capability that requires minimal input or effort.

Provided your CRM has been integrated with ROGER365.io, you can start gaining the benefit of an AI-updated CRM instantly.

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Immediate knowledge of the customer context

By using this automated capability of capturing and serving data from the most recent interaction, agents can answer each query with greater understanding and give customers a more personal level of service. 

This reduces the work for agents, and increases the possibilities for identifying upselling or cross-selling opportunities.

Instead of struggling to establish the reason for their call (and if it’s part of a wider issue), you can start the call by seeing how the previous solution worked out, and if there’s any more help you can offer.

This proactive approach can help your organization retain more customers, and keep track of ongoing queries without dropping the ball. If the same issue keeps coming up, then this is much easier to see, at a glance.

All of this data is available directly on the agent’s screen when they answer a call or pick up a message. With some customization, specific information can be displayed immediately. This means that agents save a lot of time, because all the right information is already selected from the CRM for them.

There’s also less stress for agents, and they can stay focused on providing solutions, instead of struggling to understand the context.

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Faster query resolution

Customers are also a clear beneficiary of this capability, because they receive a superior level of service.

In many cases, customers are calling to check on an open issue – so this automation saves them the hassle of needing to explain their backstory, just to get an update.

Even when they get in touch with a new query, less time is spent on the call because agents already have a head-start on who the customer is, along with any other key data that comes up.

Whenever they call, they know that they will be greeted by agents who already understand their history with the organization. This means that they aren’t presented with solutions that they’ve already tried, and the distance to a successful resolution is shortened.

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Start benefiting from AI-powered efficiency

ROGER365.io empowers your Teams Contact Center with numerous integrations, versatile tooling, and almost limitless possibilities for customization.

The integrated AI tooling it provides has a particularly powerful impact, because it takes many repetitive tasks out of the hands of agents. This means they are free to focus on where they can deliver more value, and data can flow to where it’s needed with ease.

This is certainly the case with ROGER365.io’s AI-powered CRM summaries. With an instant snapshot of the customer perspective, agents can take the shortest route to successful query resolution. A higher quality of service is the result. This increases customer satisfaction, and builds a deeper connection with clients.

Want to learn more about ROGER365.io’s other AI capabilities, or how you can start optimizing customer experiences with your Teams Contact Center? Get in touch, or book your demo.

FAQs

How can you use AI in a call center or contact center?

The best way to use AI in a contact center or call center is to utilize an integrated AI tool such as ROGER365.io’s Teams Contact Center. This omnichannel contact center is empowered by a carefully integrated large language model AI, which enables many potential productivity gains and improvements in customer service. These tools are already fully trained and ready to use. It means that your contact center can use AI to create instant summaries of WhatsApp chats or voice calls, instantly translate interactions in real time, generate deep insights from multiple channels, and gain a better knowledge of the customer. All of these use the plug-and-play AI tools in the ROGER365.io Teams Contact Center to gain instant benefits and more efficient processes.

What is AI customer service?

AI Customer Service means using artificial intelligence such as large language models to take care of customer enquiries automatically and without any human intervention. This may be as a chatbot or as a voicebot, and can be empowered to take certain actions too. These include opening tickets, saving data to CRM, or placing orders. You can’t just use any old AI for this, as you need to ensure that the answers are in line with your brand image, and accurate. This requires a dedicated AI tool for a contact center or call center. An example is the ROGER365.io Teams Contact Center, which includes a pretrained AI toolkit that’s ready to use and can be customized to meet your organization’s needs.

How can you integrate AI with a CRM?

There are many ways to integrate AI with your CRM, but you should consider what it needs to do and how secure it is. For example, you don’t want a public large language model to use your private CRM data for training purposes, as this can leak confidential data into the public domain. Instead, it makes sense to use an AI tool that is specifically designed for the job. Many organizations use their CRM for primarily customer contact purposes – so it’s a good idea to use an AI-empowered contact center such as ROGER365.io. This includes a powerful AI tool that can easily integrate with your CRM to automate retrieval, collection, processing, and saving of customer data.

How can you improve contact centers with AI?

Contact centers can become much more efficient when they use AI tools to simplify and streamline their processes. In many cases, entire processes can be automated with AI and the AI tools can even take care of many customer queries on their own. The result is faster query resolution, more accurate data capture, and the intelligent use of data to drive better experiences.

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