What are the Latest Developments in Contact Center Technology?
Contact center technology has been pushing the envelope for decades. Many technological solutions have emerged from this interface between brands and customers. It has become an excellent testing ground for new ideas.
Just look at the latest waves of development. Cloud computing, artificial intelligence (AI), and big data analytics actively power and drive customer service solutions. This is no longer the future, it’s the present. Companies today actively deploy these technologies to enhance and elevate their customer experience.
Contact centers used to focus simply on answering voice calls. Customers would phone a brand for help, and agents would answer and talk to the customer. But now, customers can contact their favorite brands through multiple digital channels.
The Shift Towards Automation
This move to automation is one of the most exciting developments in contact centers and is changing the business environment in 2023. The launch of AI chatbots like ChatGPT and Bard has made the public aware of how much development has taken place in the world of AI.
And they are easy to use. You don’t need to be a scientist in a lab experimenting with emerging technology. Anyone can open the webpage and start experimenting with an AI-powered chatbot.
Harnessing the Power of Automation for Enhanced Customer Engagement
This explosion in AI capabilities is also changing how contact centers are designed internally. AI can make human agents much more efficient as if every single human agent has a virtual assistant.
Artificial Intelligence can assist the agent in searching for answers to customer questions and summarize complicated answers for easier understanding. AI can also ‘listen’ to calls and suggest a “Next Best Action” for the agent. The agent doesn’t have to take the advice, but it can be beneficial when the agent already has the information on screen – no need to ask the customer to wait on hold because the search has already taken place in the background.
Revolutionizing Recruiting and Onboarding with AI-Driven Automation
Onboarding and training can also be handled effectively by AI. Ongoing coaching can be personalized so the agent is trained in areas or subjects they need to improve – based on their actual performance. And AI can summarize and categorize a call when it finishes, helping to remove much of the post-call admin agents must complete.
All these developments are helping agents operate more productively and create a better customer experience.
Of course, not all contact center technology is visible to the customer, but when the tech is applied well, the customer should see and experience the brand in a much more positive and professional light.
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