OmniChannel with AI

OmniChannel with AI is the application of technology that allows employees in a contact center to configure AI software to capture and interpret existing applications for automating a transaction, manipulating IoT or any other data sources, triggering automated responses and communicating with other digital systems. Automating and accelerating those processes won’t come from Siloed solutions who can’t see the big picture, or think holistically about the contact center and also the enterprise.
Any enterprise that uses labor on a large scale for general knowledge process work, where people are performing high-volume, highly transactional repetitive work, will boost their capabilities and save money and time with OmniChannel with AI. These solutions can be integrated into the enterprise contact center without the “rip-and-replace” mentality.

Just as industrial robots are remaking the manufacturing industry by creating higher production rates and improved quality, OmniChannel with AI is revolutionizing the way we think about and administer, customer care, business processes, workflow processes, remote infrastructure and other repetitive back-office work. OmniChannel with AI provides dramatic improvements in accuracy and cycle time and increased productivity in transaction processing while it elevates the nature of work by removing people from dull, repetitive tasks. OmniChannel with AI can be applied specifically to a wide range of industry sectors.

OmniChannel with AI and Process Automation
Exciting changes are happening: customer care will be everywhere and with IoT sensors that are embedded in everyday products; many interactions will be automated with virtual agents on common reoccurring activities. Deeper engaging and meaningful conversations with customers will happen when the CSR knows the issues from the displayed knowledge for the advanced calls. Companies will learn from every customer interaction, through every channel, and analytics will allow profoundly personalized exchanges that deliver immense customer satisfaction. If your CSRs have multiple systems to enter the same data, this can be automated. The more customer service history your OmniChannel with AI includes, the more it will learn. Certain agents who are stars at writing perfect emails can have a heavier weight, the other agents will read and email and the AI will suggest lesser CSRs the best reply based on the star CSR’s previous replies. The same will be true for chat, SMS, and the social media channels

Right now, every contact center CEO has a choice:

• Stay the course with the existing solution, improving efficiencies and balancing the increasing demands for as long as you can.

          OR

• Start the transformation journey, knowing that there’s a more sustainable, more value-generating way to offer Customer Care going forward.

As in voice recognition software or automated online assistants, developments in how machines process language, retrieve information and structure basic content mean that OmniChannel with AI can provide answers to employees or customers in natural language rather than in software code. This technology can help to conserve resources for large call centers and for customer interaction centers.
As OmniChannel with AI bring in more technologically-advanced solutions to businesses around the world, contact centers that adopt this automation process, whether in-house or outsourced, will cut costs, drive efficiency and improve quality.

The next big leap will come from technology — but not just any technology. Please feel free to contact Call Center Pros to leverage OmniChannel contact center workflow automation, analytics and A.I. across all of your contact center processes. Please contact us for any call center technology need or telecom challenge.

Thank you,

James Wilson, CEO
Call Center Pros
+1-404 936 4000
james@call-center-pros.com
http://www.linkedin.com/in/jameswwilson