Utilize AI to Set Industry Standards for Seamless Customer Experience

With the rapid advancement of technologies across business sectors, and with the cost of goods and services on the rise, today’s customer is as demanding as ever, expecting expedient and seamless service.

We can’t talk about the current or future state of establishing successful models of customer experience within your organization without talking about artificial intelligence (AI). For your organization to thrive, your contact center must be prepared to handle the ebb and flow of high demand. AI can greatly assist on this front.

Can you confidently claim that your contact center is optimized to operate at its best? Bolstering yours with the powers of AI can allow your staff to prioritize what matters most: serving customers with a human touch that secures their loyalty and proudly represents your brand.

Let’s examine a few ways AI can help set the bar for excellent customer experiences.

1. Sort Emergency and Non-Emergency Calls
For many organizations, especially local and state government agencies, it is often the case that they receive an influx of calls with not nearly enough human agents to handle them in a timely manner. Things are exacerbated when you throw into the equation a lot of incoming calls that aren’t life-critical emergencies.

Resources must be dedicated to serving emergency calls within any contact center, but that doesn’t mean you should relegate everything else to the backburner, leading to unpleasant customer experiences.

One solution is to build a contact center in the cloud to help sort and resolve your influx of non-emergency calls. This internet-hosted solution enables agents — especially ones powered by AI — to communicate with customers through channels such as SMS, voice call and email. By leveraging chatbots in this case, you can not only sort inquiries faster, but also reduce incoming calls to your backup center through machine automation.

2. Improve Customer Satisfaction With Automated Follow-Ups
For many contact centers unequipped to handle constant large volumes of calls — often due to a shortage of available staff — it is imperative that leaders take a step back and assess opportunities for automation to break open the bottlenecks and speed up the workstream. Time is money for everyone, so saving time for everyone across the board yields benefits.

One way AI can save time and enhance customer satisfaction is to use it to perform basic (but necessary) follow-ups with customers.

Let’s say your organization is in healthcare and your services require follow-up activities for patients. Whether it’s scheduling or canceling appointments, confidentially sharing test results, or identifying where the closest care center to the patient is, AI chatbots can take care of this.

When your human agents have one less time-consuming task to worry about, thanks to AI, you can rest assured that they will have time to better focus on work that requires more human finesse — such as patient care.

3. Leverage Impressive AI Language Capabilities
What makes human interaction so complex is language itself, with its vast number of rules and nuances informed by cultures across the world. And with language always evolving, so too does the knowledge bank from which AI technology is trained. This signals a positive development for business growth

In the contact center space, with customers using language that uniquely strays from the confines of standard English based on where they live, having AI adapt to them is a huge win. We have witnessed uses cases in which chatbots can keep track of language-switching customers who use Spanish and English, and Creole and English, for example. Being able to meet your customers where they are linguistically elevates your organization’s overall digital experience.

CDW is uniquely positioned to boost your customer experience with our decades-long partnerships with industry leaders as well as our solutions architects with certifications to help you solve any business challenges on any timeline. Whether you have one foot in a legacy environment and need to transition your contact to the cloud or require a team of managed services professionals to ensure your customer experience is top notch, CDW has you covered.