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

2. 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

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

4. 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

5. 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

6. 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

7. 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

8. What Opportunities and Problems are you experiencing with AI?