Market-leading brand reputation. Stellar customer service. Low operational costs.
The holy trinity, right?
But how do businesses tick those three most important boxes?
There was a time when a ton of people were needed.
Product experts with the technical knowledge; content specialists able to turn it into plain language; a large team of contact center agents to field customer enquiries.
Today, AI (Artificial Intelligence) is the key to providing a slick, paired-down service that simultaneously delivers on all three of those super-important fronts.
Get it right, and businesses are able to create a magic 80/20 mix of automated basic customer service via chatbot, FAQs, self-service and the like, and actual human agent interaction when a more sophisticated issue needs resolving.
Knowledge Management; Natural Language Processing; Machine Learning; Sentiment Analysis: these are the clever (and surprisingly affordable) tools that support that game-changing transformation.
The commercial opportunities – for user businesses and their technology partners – are huge.
As is always the case, picking the right provider is key.
“The ever-increasing volume and complexity of products and solutions on offer means contact center staff need an ever-increasing amount of high-quality and easily-accessible information to hand if they are going to provide the best possible customer service,” says Stin Mattu, Product Marketing Manager at leading global enterprise software provider Upland, whose range of smart, AI-powered Knowledge Management solutions delivers big.
“Customers get frustrated when they are on hold whilst agents search for information. Similarly, they get frustrated when they are given incorrect and inconsistent answers across channels. Businesses need a single source of the truth where everyone can go and quickly find the information they need.
“There is no line now between what is seen as business technology and what is seen as consumer technology. In our daily lives, when we need to know something, we jump on a search engine and we find the answer fast.”
“A contact center agent, a manager, a systems integrator; all have the same expectation. The faster and easier it is for them to find those answers, the more issues they are able to quickly resolve and the more customers they are able to satisfy. That is why a business’s Knowledge Management is so important.”
