Investing in AI in the Contact Centre

Listening to industry leaders

Industry events spark insightful conversations, and this year’s Frost & Sullivan 20th Anniversary Customer Contact East 2024 in Fort Lauderdale was no exception. As a customer experience technology provider, we were particularly interested in the buzz surrounding agent assistance.

The event highlighted that agent assistance isn’t a one-size-fits-all solution. Instead, it encompasses a diverse range of technologies, many powered by the ever-evolving world of AI. Familiar examples include language assistants and knowledge bases, providing real-time support during customer interactions.

AI’s reach extends beyond live interactions. It can also empower agents through improved onboarding, coaching, and training – all before they connect with a customer.

Rising operational costs can be effectively reduced through AI-powered agent assistance, so…

What is holding companies back?

• Demonstrating ROI: Businesses are rightfully cautious about investments, and AI is no exception. The challenge lies in knowing which technologies offer a quick return on investment.  While some solutions provide immediate cost savings through automation, others focus on long-term benefits, like improved customer satisfaction and agent productivity. A comprehensive AI strategy should consider both short-term and long-term ROI potential.
• Defining the vision for AI: Contact centres need a clear vision in place for how AI should integrate into their operations. Industry leaders advocate using AI to empower agents, not replace them. AI can provide real-time support through features like knowledge base suggestions and automated data retrieval. This equips agents to handle complex issues efficiently, enhancing customer satisfaction and agent morale.

What should you consider?

While agent assistant technologies promise a boost in customer experience and business capabilities, they come with both costs and potential risks. Here’s what you need to consider before diving in:

• Understand the costs: Pricing structures vary by vendor, and the complexity of your needs can lead to higher costs if multiple suppliers are involved. Also consider hidden costs related to governance, knowledge management and training.
• Manage the risks: Effective governance is essential to avoid unforeseen issues with misconfigured technology which doesn’t align with your brand guidelines, campaign requirements or agent training needs.
• More tools is more risk: Implementing a complex ecosystem of several AI tools at once increases the risks and challenges associated with monitoring and safeguarding your environment.
• Simplicity breeds success: Starting with a single, well-tailored AI tool for your contact centre can offer a faster return on investment (ROI) and simplify both cost management and risk mitigation.

At Inisoft we’ve developed a lightweight, AI-powered rewriter for Syntelate XA. The assistant helps agents in real time during emails and chats and is designed to be easily and cost-effectively implemented and governed. When used together with Syntelate XA Snippets and Syntelate XA Smart Text, Syntelate XA Rewriter will turbo charge the efficiency and quality of your email and web chat channels.

The power of Rewriter

Our Rewriter assistant ensures brand consistency and promotes customer satisfaction, while protecting time and resources: that’s the power of Syntelate XA Rewriter for contact centres.

• Amplify your brand’s voice with consistent communication: Rewriter ensures a consistent and defined tone of voice, eliminating inconsistencies and reinforcing your brand identity across every interaction.
• Effortless rewriting: Crafting emails can be time-consuming.  Rewriter takes the stress out of finding the right words. Agents can quickly draft initial responses then use Rewriter to instantly transform them into professional, polished messages.
• Learning by example: Through Rewriter’s suggestions, agents develop their communication skills and language proficiency. This not only accelerates their learning curve but also equips them to become high performers.
• Professional communication, delighted customers: Customers receive grammatically accurate and well-written emails, fostering trust and loyalty.
• Cost-effective implementation: Rewriter’s straightforward configuration and transparent pricing structure minimize risk and costs. With minimal training required due to its user-friendly design, businesses can see a return on investment quickly.
• Control at your fingertips: Maintain complete control over factors like word count, prompts, replacement limits, and token usage.

Rewriter empowers agents to respond to challenging or formal messages with authority and poise. Through regular use, our AI tool can significantly improve agent outcomes and enhance customer perceptions of your service.

Book a demo

Contact us for a no-obligation demo of Rewriter in the Syntelate XA Agent Desktop.