“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 fifth in the series is “AI for First-Contact Resolution”. There are both US and UK editions.

 

Consistently rated as one of the top two factors driving positive customer experience, first-contact resolution also impacts on cost and performance.

 

Through the use of agent assistance, knowledge bases, analytical tools and enhanced self-service, AI can be used to reduce unnecessary calls, drive customer experience and decrease cost.

 

“AI for First-Contact Resolution” shows how AI can measure and improve FCR. The report shows:

  • How first-contact resolution is measured, and how AI can improve its accuracy
  • Using AI to reduce channel failure and deflect calls
  • The use of AI to optimise email, web chat, social media, messaging and web self-service
  • Reducing repeat calls and improving quality
  • Optimising and improving post-call wrap-up
  • AI and “No-Contact Resolution”: proactive customer service.

 

“AI for First-Contact Resolution” is provided in both US and UK editions. 

 

 

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