No one could have anticipated generative AI’s impact on our working lives when ChatGPT launched at the end of 2022.
However, as organisations navigate this technological transformation, it is imperative to adopt a people-first approach, prioritising customers’ and employees’ needs and experiences.
Businesses can foster greater satisfaction, efficiency, and collaboration by centring AI initiatives around enhancing human interactions and workflows, ultimately driving superior outcomes across the board – in both employee experience and customer experience.
Understanding Customer Expectations
Customers demand seamless and personalised experiences across all touchpoints in today’s fast-paced world.
Whether it’s efficient support, access to information, or flexibility in communication channels, businesses must cater to these evolving expectations to maintain a competitive edge.
Products like RingCX provided by RingCentral exemplify the fusion of AI and customer-centricity, offering real-time guidance for agents, omnichannel engagement, and simplified pricing structures. It offers multiple AI-capabilities like AI-suggested responses to agents, AI-powered summaries, automatic review and score every interaction with out of the box ready AI and even an AI Coach providing actionable feedback for agents to improve their performance.
Organisations can deliver tailored experiences that proactively anticipate and address customer needs by leveraging AI capabilities.
Traditionally, improving CX involved hiring data scientists and programmers to evaluate data for better customer outcomes.
RingCX simplifies this process by automating quality management and automatically measuring and scoring each call. This democratises what was once a complex and costly process, allowing organisations to enhance outcomes and make data-driven decisions.
AI also empowers contact centre service teams to optimise their most valuable assets—agents.
AI can assist in enhancing both customer service and agent effectiveness by providing insights from past customer conversations through a unified interface.
Features like conversational analytics, sentiment analysis, and AI coaching significantly enhance interactions and outcomes for service and sales teams.
Additionally, AI-generated real-time summaries of interactions help agents improve their post-call experience, freeing up valuable time previously spent on manual tasks.
Empowering the Workforce
Similarly, employees seek tools and technologies that enhance collaboration, streamline workflows, and adapt to hybrid work environments.
From marketers organising events to sales teams managing customer interactions, RingCentral is arming every employee with personalised, context aware interaction data to make conversations smarter and more efficient.
AI-driven solutions such as RingEX, RingSense for Sales and RingCentral Events facilitate smoother operations and decision-making across phone calls, SMS, meetings, messaging with features such as real-time call notes, messaging recap and generative AI search.
These features empower employees to focus on high-value tasks, driving productivity and job satisfaction.
Take RingSense AI, now embedded with the recently launched RingEX, it can now reinvent customer interactions and transform conversations with actionable insights enhancing the interaction experience entirely.
Implementing a People-First Approach to AI
To effectively implement a people-first approach to AI, organisations must prioritise several vital strategies:
- Support User Adoption: Offer thorough training and change management strategies to help employees become confident and skilled in using AI tools. Explain the advantages of adopting AI, focusing on improved productivity and less work.
- Be Transparent: Clearly share how AI is used in UCaaS and CCaaS solutions, and let employees see and manage their data and interactions. Build trust by being transparent in AI deployment and use.
- Foster Human-AI Cooperation: Find ways to use AI to streamline mundane tasks, freeing up workers to concentrate on strategic goals that need human skills. Highlight the mutual benefits of human and AI abilities, acknowledging the importance of human insight and innovation.
- Use the Right Metrics to Assess Success: In addition to measuring AI performance, monitor metrics that relate to employee happiness, customer satisfaction, and overall business goals. Constantly improve AI approaches based on evidence-based insights to enhance outcomes.
By embracing a people-first approach to AI, businesses can foster deeper connections with both customers and employees, driving enhanced loyalty, satisfaction, and efficiency.
Enterprises can leverage AI to deliver personalised experiences, streamline workflows, and empower their workforce through solutions like RingCX and RingSense.
Ultimately, prioritising human-centric values in AI implementation enhances business outcomes and contributes to a more inclusive and empathetic organisational culture.
Find out more about how AI is powering RingCentral’s platform here.
