Artificial intelligence Working with AI in the Call Center Photo by Lylodo / CC BY-SA 3.0

Contents The Importance of Customer Experience Why Use AI in the Call Center? Going from “Zero to Hero” with AI in the Contact Center Approaches Tools Applications Managing the Future Contents

The Importance of Customer Experience Customer Choice Social Media Amazon’s 5-Stars The Vision: to Delight the Customer

Why Use AI in the Call Center Customer is getting Smarter Alexa, Hey Siri Table Stakes are evolving Customers want to connect via text, chat bot, social media In Person Communication isn’t going away, it is evolving AI augments your call center, it DOES NOT replace it

Going from Zero to Hero Start Small Help the Customer Reach You Chat Bots Text Messaging Managed Phone Systems Help your team be more successful Pull appropriate information on a customer Manage Trends Going from Zero to Hero

Story: QBE What we thought would happen Customers would love bots We would love bots What we really happened Some customers felt the love and some didn’t A lot of time is required to “teach” the bots What we learned Technology is evolving faster than most people can adapt too A computer can’t replace a human

Managing the Future We are in the “Uncanny Valley” of AI in the Call Center The future is coming very fast Continue to test and evolve the use of AI to improve the customer experience and the intelligence of the Call Center representative answering the phone

What Opportunities and Problems are you experiencing with AI?