How Does Real-Time AI Fit Into CX?

As artificial intelligence continues to grow more powerful, its role in customer experience grows too.

A 2022 Talkdesk research report found that 85% of CX professionals recognize the importance of artificial intelligence (AI) and automation and the risks of not leveraging them — with 52% citing risks to customer satisfaction and 48% citing potential losses in productivity.

The report, released in the last half of July, found that leading organizations using AI and automation are gaining a competitive edge. To reap the benefits and avoid being left behind, 79% of CX professionals said their company planned to increase investments in the year ahead.

While AI installations have slowed somewhat due to challenges in leadership vision, security and talent gaps, many companies that have moved forward with the technology are using it to improve customer experience. Below are four ways they are doing so.

1. Improve Agent-Assisted Interactions

Organizations are leveraging AI to improve CX in real-time for agent-assisted interactions, said D. Daniel Ziv, Verint vice president of speech and text analytics, global product strategy.

“Advanced AI is employed to listen to customer calls as they happen and automatically identify opportunities to guide interactions towards better outcomes,” he explained. “This can identify a variety of agent coaching opportunities and offer immediate advice to the agent regarding knowledge, empathy and compliance.”

For example, Turkey-based DenizBank used AI technologies to assist agents who had gone remote during the pandemic, according to Ziv. The technology provides in-the-moment contextual guidance to help novice agents learn on the job and give veteran agents confidence in their job skills and knowledge.

“AI also autoscores up to 100 percent of interactions — voice and digital — for greater quality and compliance,” said Ziv. “The application of AI and automation to understand and prescribe actions to improve customer satisfaction and agent performance while the interaction is in flight is vital in an era when agents are working remotely without the benefits of a supervisor nearby, and as agent-assisted interactions are often more complex and may involve helping frustrated customers following failed self-service attempts.”

By leveraging AI to improve CX in real-time, DenizBank has seen a more than 20% increase in customer satisfaction over a three-month period.

Related Article: 3 Key Benefits of AI in the Call Center

2. Decrease Employee Attrition

Workforce training is the first step in enhancing CX through AI, according to Assaf Melochna, Aquant president and co-founder.

“What’s more important than understanding your customer?” Understanding your workforce,” Melochna said. “Data that identifies specific workers who need training is just as important as data that provides insight into customer behavior.

Companies that want to stay ahead of the competition should ensure all of their employees, especially customer-facing ones, have the knowledge and tools they need to make the right decisions and achieve business goals, according to Melochna.

Three-quarters of companies have difficulty filling positions, he added. “The trick lies in leveraging the right AI-driven tools that have the ability to take the knowledge of a company’s most successful people and mine that data with any additional information that less experienced workers will need in order to deliver exceptional service.”

For example, technicians at Becton Dickinson were suffering from high employee attrition and failing service-level solutions, resulting in record low customer satisfaction and employee scores from customers around 40%, Melochna said.

After investing in technological and AI-powered solutions, the company saw a huge improvement in employee service, with service-level agreement commitments and employee scores (from customers) nearly doubling.

3. Enhance Customer Satisfaction

“With customer frustration continuing to increase due to irrelevant options presented by an IVR (interactive voice response), it’s becoming clearer that Americans prefer conversational voice AI over automated bot interactions,” said Sourabh Gupta, co-founder and CEO of Skit.ai.