Transcription of the Video
The way organizations provide customer support has evolved significantly from calls, chats, SMS & WhatsApp, e-services websites, virtual agents, and much more.
Analytics and AI can help identify inefficiencies in these processes that are troubleshooting steps and optimal resolution paths, maintaining the balance between cost and customer satisfaction.
Voice.ai and Text.ai monitor and improve the performance of call centers and support centers. Guided resolution engines that identify optimal resolution paths, e-services journey optimization engines that take the customers on a self-resolution journey, virtual agents and chat bots that integrate agent learning along with AI-driven mechanisms.
In the customer support function for a leading client, we have been able to achieve more than $30 million in cost savings through improvement in metrics such as first-stage resolution, handling time, repeat contacts, and dispatches by more than 10 percent.
Similar outcomes can be achieved in other niche areas such as inventory management, partner operations, finance backend operations, and other operationally-intense processes, leveraging AI and process re-engineering.