“The Contact Centre AI Series” provides focused data and insight into how organisations can use AI solutions to solve real-life contact centre operational and commercial issues.

 

The second in the series is “AI for Agent Productivity”.

 

At least 25% of a typical customer conversation is spent on customer identification and post-call work.

 

Even within the talk time itself – which has risen rapidly in recent years – there are many opportunities to cut waste: reducing pauses while the agent types, looks for information or switches between multiple desktop applications, as well as the frequent need for repetition due to mishearing (a particular issue for calls on mobile phones).

 

“AI for Agent Productivity” shows how AI can optimise performance by:

  • Making live calls more efficient, whether before, during or after the call
  • Getting more of the right calls to the right agents
  • Cutting the multi-billion pound/dollar annual cost of customer authentication
  • Reducing post-call work and improving accuracy and agent morale
  • Cutting unnecessary repeat calls and improving CX.

 

“AI for Agent Productivity” is provided in both US and UK editions. 

 

 

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