When it comes to contact center operations, there’s a certain level of automation that drives efficiency. However, there are specific interactions – such as those with a vulnerable customer or a complex issue – that still require the human touch, and always will. That’s why more organizations are embracing what is being called hybrid automation, where artificial intelligence (AI) is applied to specific tasks and processes.
When most of us hear of automation or AI in the contact center, we tend to instinctively think chatbots or virtual agents and the automation of certain customer interactions, but there is so much more. Especially when you consider that most contact centers that are executing some type of quality assurance (QA) program, for example, are doing so manually. Most contact centers are only reviewing a small fraction of their customer interactions for factors such as silence, script adherence, proper escalation handling, and more.
With high volume interactions and geographically distributed teams, automation can make a number of your contact center efforts easier, including:
- Driving operational efficiency and streamlining QA
- Increasing compliance and reducing risk
- Improving coaching opportunities for both supervisors and agents
While AI-driven automation can help in all of these areas, it shouldn’t rule the entire contact center. Key performance indicators (KPIs) such as empathy scores and productivity scores can certainly serve as a singular data input, but they shouldn’t be viewed as the be-all-end-all for human-centric interactions and tasks. “Soft skills” for agents, like empathy, cannot always be measured, and shouldn’t be automated away.
Read on for three areas where automation and AI can drive the most impact on your operational efficiency and QA, compliance, and training.
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