How Does Contact Centre AI Help You Minimise Consumer Effort | Acefone

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(No Transcript)
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What is Consumer Effort?
Customer effort refers to how much effort a
customer puts into a business transaction, like
making an order or receiving delivery. Its a
metric on how much time a person puts into fixed
customer problems and provide services.
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6 Way To Minimize Consumer Effort With AI Features
Chatbots For Self-Service Support AI-Enabled
Virtual Assistants Agent Conversation Guides AI
Predictive Behavioral Routing Voice
Self-Service AI-Powered Analytics
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1. Chatbots For Self-Service Support
Consumers are getting more comfortable with
chatbots, which is a great advancement. Businesses
use chatbots on their websites to assist with
sales conversions, customer inquiries, and order
completion. AI-powered chatbots can converse
and understand the human language. They are
capable of doing several tasks and serving
hundreds of clients.
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2. AI-Enabled Virtual Assistants
Bots can improve agent efficacy, and efficient
representatives can reduce consumer
effort considerably. Bots embedded in the agents
app can retrieve relevant intel based
posts, recommend next move, and simplify
post-contact tasks. Smart assistance will help
agents enhance effort- related metrics, like
first contact resolution, hold times, and
transition speeds.
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3. Agent Conversation Guides AI
AI supports agents soft skills. An AI
conversation guide will listen to any encounter
and estimate consumers emotions in real-time.
Agents use it to train their soft skills in
real-time. For example, these agent guides
remind representatives to display concern for
consumers, who have their own very busy lives.
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4. Voice Self-Service
It allows callers to converse effortlessly with
the IVR system. The chatbot used here is also
called Conversational AI. As the name
suggests, consumers can directly converse with
the AI about their needs, and the IVR will guide
them to their desired outcome. It also allows
them to discuss information such as account
balances, meeting dates, and retrieval times.
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5. Predictive Behavioral Routing
By taking into account the consumers
personality and desires, predictive behavioural
routing personalises the customer-agent match
process. This raises the possibility of the agent
comprehending the client's needs and solving
queries faster. A consumers effort will be
reduced if both agents are on the same page.
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7. AI-Powered Analytics
AI-powered analytics will help you cover blind
spots and locate issues which were not discovered
before. You'll be able to recognise and fix
points of friction if you have tools that can
track the whole consumer experience. You'll
still be able to see if the improvements are
bringing you the results you anticipated.
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About Us
Acefone delivers cloud-based communication
services such as hosted phone systems, free
phone numbers, and contact centre
solutions. Acefone can help intelligently route
calls, monitor customer sentiment, improve self-
service choices, and more. Contact Acefone
today to learn more about how artificial
intelligence (AI) can make the call centre run
more efficiently. To know more visit
www.acefone.com/uk or you can call us at
0800-084-3663
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References
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