The accuracy of Large Language Model-derived insights
The ROGER365.io Omnichannel Teams Contact Center includes a powerful built-in capability that harnesses best-of-breed AI and Large Language Models (LLMs) to instantly collect valuable insights from a wide array of channels and interactions.
These insights go far beyond basic sentiment analysis. By using the power of Large Language Models, the AI can gain a much deeper understanding of each conversation, chat, or message. It analyzes interactions in a more nuanced and sophisticated way, uncovering deep details about the customer perspective, and giving you the knowledge you need to meet their demands and expectations.
A single 360-degree view of the customer from all channels
The fact is, each customer may use different channels to get in touch, at different times. This means that information about customers can become spread across different channels, which makes it hard to understand the big picture. Details can easily slip through the net in this scenario.
By using this advanced capability, however, your contact center can automatically summarize key insights such as topics, sentiments, and resolutions from every channel and save it to your CRM. As a result, your view of the customer is more complete. This tool is pre-built, pre-trained, and ready to use. So, you can immediately start to convert those siloed interactions into a unified view of customer experiences.
How can you use this AI tool in your contact center?
AI insights are a plug-and-play capability of the ROGER365.io Omnichannel Contact Center, and it can generate insights from any text interaction – including transcripts of voice calls. In fact, any text-native interaction like WhatsApp messages, SMSs, and emails can be instantly summarized, and evaluated for performance and experience.
Although this tool is ready to use, it can also be customized too. This means that you can create the most meaningful insights that relate to specific topics, situations, or products, depending on your needs.
Better knowledge, superior customer service
There are many ways your organization can benefit from harvesting in-depth insights from all customer engagement channels.
First, you can extract insights about their contact center experience. This allows you to determine whether customers are getting the service levels they expect, and if common issues keep coming up. For instance, if some customers find your menu or IVR confusing they might mention it in a voice call – but it might not get noted by the agent.
However, if the AI-generated insights show this is a common issue, then you’re able to act on this information. If one channel is performing worse than others for satisfaction, you can do something about it. You can also see if certain agents are excelling at providing first-class customer service, and determine how this success can be repeated.
Then there’s the bigger picture: your whole business. AI-powered insights and sentiment analysis can quickly uncover which services and products experience the most issues, which are most demanded, or whether customers keep asking for the same information. This kind of knowledge means that your organization can continuously optimize its core offer to better meet customer needs, and take steps to avoid unnecessary customer service burden.
Improved customer satisfaction
One of the biggest challenges of omnichannel contact is providing seamless service across all channels. The customer wants to feel valued, so if they share information or feedback via one channel, they expect this to be reflected across their whole experience – with every channel.
By using this AI tool to effortlessly extract key insights from all channels, you can ensure that feedback is collected from every text, chat, or call and consolidated into a single view. As a result, customers benefit from a seamless, channel-agnostic experience.
Harness the power of automated intelligence
With so much hype surrounding AI these days, it’s important to focus on where it can deliver demonstrable value. This is one area where there are clear benefits for your organization - by gaining the ability to extract a variety of insights across all channels and interactions.
This data can give you a clearer picture of customer experiences across many different domains: products, services, customer service, channels, common demands, issues, and much more. Through customization, you can analyze experiences per customer, or bring together all knowledge about a single topic.
This tool automates both the harvesting process and the way it is saved to your CRM or forwarded to other processes. As a result, you can just set it up, let it work in the background, and reap the rewards.
FAQs
What is AI customer service?
Customer service is increasingly using AI to assist with many of the time-consuming and repetitive processes involved, as well as with knowledge management. By using different AI technologies customer service agents can automate tasks such as opening support tickets, creating summaries or conversations, and updating CRMs. AI can also be used to provide first-line customer service by using advanced AI chatbots and voicebots to directly answer customer questions.
What is the future of AI in contact centers?
AI will continue to be a major technology for contact centers, supporting more productive interactions with automated actions and processes, and with the help of AI assistants that can suggest possible solutions and surface appropriate actions.
How is AI used in customer insight?
Organizations are increasingly using AI to extract customer insights from diverse data sources and interactions. These include anonymous customer data gathered and aggregated from public data with Machine Learning, such as customer reviews and social media, as well as customer-specific insights that analyze the details of each customer’s experiences. AI can also be used to analyze patterns in these data, uncovering common trends across different domains.
Can AI generate insights?
Given sufficient training, a well designed AI tool can be used to extract and generate insights from a variety of data sources. An example is the ROGER365.io AI insights tool which generates insights from a wide array of customer contact channels such as WhatsApp, voice call transcripts, emails, SMSs, and webchats.
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