Do you know why your customers connect? Disruptive technologies have made it easier to predict customer intent. For example, data-driven AI chatbots can select the easier customer queries, while IVR (interactive voice response) can automate the process of routing customers to the right people.
However, chatbots and virtual assistants can only do so much. The pressure is on your agents to get it right when dealing with complex customer needs. Customer satisfaction drops by 15% every time a customer needs to call back to resolve their issue, so you need to empower your agents to handle the customer’s intent as quickly as possible.
Turning CX innovation inward will help your agents. According to Wouter Bakker, Country Manager at Sabio for the Netherlands, data plays a vital role in helping agents better determine customer intent and dispel misconceptions about why a customer is calling. As the world’s most famous detective, Sherlock Holmes, said: “It is a great mistake to theorize before you have data.”
Fortunately, CX operations are data rich. For example, the volume of business data from digital exchanges, self-service exchanges and contact centers doubles every 15 months.
The hard part is mining that data and finding gold. Few organizations make meaningful connections between this unstructured information and the outcomes identified through IVR journeys, web chat, virtual assistants, speech analytics and customer feedback. To make data meaningful, you need to segment it, build personalized journeys based on real-time customer data, and make that information available to your advisors.
Statement of Intent
A successful strategy is based on knowing why people call. So you need to measure, optimize and fine-tune your voice optimization. Extracting information about actual call trends can give advisors a more detailed view of each caller’s intent. It can also improve call routing and create a seamless journey between IVR automation and human advisors.
AI engines can analyze digital voice communications to determine customer intent and group calls according to different customer intent. This “intent capture and analysis” creates an unbiased, unprecedented view of customer behavior.
In addition, AI systems can provide advisors with real-time contextual feedback so they know the best actions to take, helping them deliver top-notch CX. For example, you might use Google’s AI to suggest insights or next best actions. AI can automate workflows and present real-time contextual feedback that offers answers to FAQs.
Give advisors access to the data they need through a unified desktop that underpins any people service approach. By integrating multiple solutions, you can give advisors a view of customer touchpoints across all channels. Chances are you already have many of the components you need and can iterate to put them together.
Human service approach
Automation can be used to get the most out of your greatest asset – your people. For example, speech analysis can identify where counselors can better prepare for their next interaction. Use it to develop training and education programs to build your advisor’s soft skills.
Finally, remember that some of the best data comes from your advisors. For example, regular heart rate surveys can detect trends before dips in motivation, reducing agent exhaustion and burnout. Likewise, you should ask customers to rate their experience at every step, helping you spot issues and close feedback loops.
Sabio believes in combining automation with a human service approach. We’re tech agnostic and work with a range of partners to find a data-driven solution that best suits you – and your customers. Download our e-book at Putting your people first.
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