Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Advice from a Call Center Geek!
AI Customer Bots Are Coming to You Call Center!
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The onslaught of customer AI agents.
In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday to Wednesday.”
The AI agent launches the call or chat. It acts on their behalf.
Think about what that does to your cx volume. Interactions are going to skyrocket.
This is when and why AI in your contact center stops being optional. You’ll need it just to handle the sheer volume of bots coming at you.
So the question becomes whether you have an AI front door. Something that can answer these calls, do the basic triage, and hand off to a human only when it actually needs one.
You can still have human service for human callers but you will need Ai to handle the Ai. IMO
Sla will become less and less of a core metric as bots will wait in queue and won’t care.
How we operate will change too. All you centers with retention lines and agents. How do you downsell or save a bot told to cancel?
And it’s going to be really bad at first. Customers will not be happy with the bot outcomes. They will call you back to try to fix. It will get better but it’s going to be a rocky start.
Volume are going up.
This is one of the main things we’re thinking about at Expivia. And it’s exactly what we’re getting ready to help our BPO customers handle.
The bots are coming. The centers that planned for them win. The ones that didn’t get buried.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
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