| | JULY 20179CIOReviewmore than just the efficiency of the contact center. To improve the CX, they need more data on customer outcomes and a better understanding of the effort a customer had to invest into their inquiry and how the customer was feeling at the time of their inquiry.Analytics advancements enable organizations to examine CX more deeply. Integrated analytics and customer journey details provide actionable insights for contact centers to optimize services­from improving processes to better align with the customers' desired journeys to deploying proactive communications. Analytics are central to enabling organizations to continually improve services and meet changing expectations. · Artificial Intelligence (AI)--Use of chat bots and cognitive virtual assistants mean customer contact is increasingly managed by machines. Advances in AI have primed these virtual assistants to tackle a range of front-line customer inquiries and learn as they go. AI enables them to become attuned to the nuances in human natural language and to respond not just to the content, but also to the tone of a caller's voice or writing style. Remember how frustrated you got the last time a mechanical voice couldn't decipher your question and asked you to repeat yourself over and over again? AI ensures that today's most advanced contact center systems will drastically and continuously improve CX. They will recognize customers' emotions and detect frustration and direct them to appropriate resources. And as artificial speech becomes better and more natural, eventually virtual assistants powered by Artificial Intelligence will be indistinguishable from human representatives. As AI helps smoothly handle more inquiries, providing quick answers to customers' simple questions, live representatives will be freed to devote their attention to the more complex queries.· Voice Recognition: Digital voice recognition technology is transforming telephone systems. New advances in voice biometrics promise increasingly personalized service by giving contact centers the ability to recognize an individual by voice as if it were an audio fingerprint. Current validation and verification processes create a negative customer experience and increases handle time, which is costly to organizations.Voice biometrics is transformational, providing callers with faster identification. This reduces call handle times because it eliminates the need to ask a series of questions or for a password, PIN, account number, and other information the customer may not remember or have immediately available. Costs also are reduced through this personalization because current and past journeys are recognized, enabling enhanced self-service options or intelligent call routing to a CSR best matched to resolve the caller's inquiry. Voice biometrics also is being adopted to address security concerns of the release of personally identifiable information and fraudulent activitiesDeveloping an internal culture that insists on exemplary customer service combined with adoption of advanced technologies for improving contact center reliability and customer interaction, are vital to improving the CX in the contact center of the future. AI ensures that today's most advanced contact center systems will drastically and continuously improve CX
< Page 8 | Page 10 >