Intradiem is using AI to identify agents who are showing signs of burnout. It then makes recommendations or automates actions to help reduce the likelihood they’ll leave the company—and to turn them from a struggling employee to a happy one. During this discussion with Intradiem CEO Matt McConnell, learn how they’re doing it and what kind of success companies are expected to see.

Chatbots only resolve 16% of customer interactions, on average.

This is the last of a three-part series examining how companies are transforming their customer experience strategies through the use of technology. The first article in the series is about the use of all types of AI in the contact center while the second article discusses the potential and current usage of generative AI.

When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.

Chatbots and voicebots interact with customers on websites, in self-service channels, over SMS, or on phone calls. Chatbots are software automation programs that may or may not use AI, but nowadays, most companies opt for AI to interpret information, boost productivity, and even make recommendations that drive revenue. Chatbots can respond using decision trees or pre-programmed information (non-AI), or they can leverage machine learning to generate responses that adapt to the situation, content, or requests.

Semantics is an issue with this technology. As AI comes into the picture, some refer to the chatbots as “conversational AI,” where natural language processing, sentiment analysis, and other forms of AI help enable the chatbots to be more intelligent—helping customers solve a problem or complete a task. Virtual assistants are another term used in the context of chatbots. Alexa and Siri are familiar personal virtual assistants, helping with reminders and automating tasks. Virtual assistants in the contact center are sophisticated chatbots that use conversational AI, engage in human-like conversations, and assist both agents and customers.

Use of Chatbots

Companies use chatbots, or their more sophisticated versions, for several purposes. In some cases, they act independently and don’t assist live agents; in others, they do.

Internally, they can confirm agents have read the required statements and are being friendly. They also can provide context to help live agents resolve issues. They can close sales without agent involvement, or they can help the agents close sales through making next-best-action recommendations. They’re also starting to verify customer identity, saving agents time during a live interaction.

Externally, they are gathering feedback from customers after an interaction. They’re also helping customers in self-service channels by guiding them to the right spot on a website, providing product information, or completing warranty claims. They also can triage issues at hand and route to the best live agent.

Impact of Chatbots

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But trust concerns of the technology behind it is widespread.

This is the second of a three-part series examining how companies are transforming their customer experience strategies through the use of technology. The first article in the series is about the use of all types of AI in the contact center.

In all my decades covering technology, I haven’t seen one catch on with the speed of generative AI. Already, 27.3% of companies are using the technology for their customer-related activities, with another 47.2% planning to do so this year, according to Metrigy’s Customer Experience Optimization:2034-24 global study of 641 companies.

Generative AI is a category of techniques and models that respond to natural language prompts to produce text, images, audio, software code, or other media from data on which they’ve been trained. Examples of generative AI, also known as Large Language Models (LLMs), include Open AI ChatGPT, Google Bard, Microsoft Copilot, and many others.

Potential Uses of Generative AI

The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes vital to the success of generative AI in business. How can businesses and consumers use the technology?

• Content creation, including papers, articles, proposals, books, art, music, presentations, and software code
• Summaries of calls or meetings, internal or with customers
• Classification of topics
• Training or coaching, based on prompts
• Financial filings (with proper human reviews, of course)
• Investment suggestions, based on goals, investment amount, philosophy
• Health analysis, including possible conditions based on blood test or other diagnostics, and treatment options
• Task management, for personal or team jobs
• Rudimentary legal advice and draft of legal documents

Current Uses of Generative AI

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Even as CX operations become steeped in advanced technologies such as AI and automation, the agent’s role is far from diminishing. In fact, offloading routine customer inquiries and tasks to AI and automation raises the bar for agents. Moving forward, the best agents need to be more highly skilled than ever before, capable of handling the most complex customer service issues quickly and intelligently. Preparing agents for this new reality requires a next-generation approach to workforce engagement management (WEM), one that provides generative AI-driven conversational assistance plus automation to deliver smart guidance for interactions, personalized coaching, and automated tasks.

In this webinar, get a status report on the agent experience based on Metrigy’s latest CX research, and discover the role AI, including conversational generative AI, and automation are playing today.

Getting CX Complexity Under Control for Agents with WEM & Generative AI

Presented by: Beth Schultz, Vice President of Research and Principal Analyst, Metrigy
Dana Shalev, WEM LOB Head of Product Marketing, NICE

Date: September 13, 2023
Time: 11:00 am ET

Companies seeing the most business success in their customer engagement strategies have something in common: They are strategically using artificial intelligence. One size doesn’t fit all when it comes to how to use, deploy, and track the success of AI-enabled applications.

During this webinar, Metrigy CEO Robin Gareiss and Jay Gupta, Talkdesk Global Director of Product Marketing, will provide insight on how to maximize your gains when you invest in AI—whether you’re the CIO overseeing the technology implementation, or the salesperson, or service rep using the technology. You’ll hear about Metrigy’s latest research on AI to help guide your strategy, followed by innovative offerings from Talkdesk to help execute on your strategy.

Robin and Jay will discuss the following:

• What are the most common ways companies use AI today?
• How technical do you have to be to design and use AI-empowered apps?
• How is AI helping them to save money, as well as drive new revenue and improve customer satisfaction? What kind of results are companies actually seeing?
• How does AI help you turn on a dime when circumstances change with your products, services, the macro-economy, supply chain, new incentives, or other factors?
• Why is it vital to incorporate analytics with any AI initiative?
• How does AI empower agents?

Artificial Intelligence Rising Up the Priority List

Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Jay Gupta, Global Director of Product Marketing, Talkdesk
Air Date: September 22, 2022
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Nearly two-thirds of companies have CX transformation initiatives underway—not surprising given customer satisfaction is the top business priority among businesses globally. What’s more, companies are spending 3% of their revenue on technology related to improving CX. With this additional focus, service standards and customer expectations are on the rise.

That’s why it’s vital to empower their customer service and sales representatives to deliver micromoments in every customer interaction. The problem is, most organizations aren’t effectively empowering their agents, tracking their performance, or taking action on customer feedback. By giving agents the ability to create great moments with customers, both leave the interactions very pleased, resulting in high customer ratings and low employee turnover.

During this webinar, Metrigy CEO Robin Gareiss and NICE inContact Director of Product Marketing, Mark Ungerman will provide clear recommendations on steps you need to take now to empower your agents to deliver the instant gratification customers demand with every interaction. We will address the following:

• How can you empower your agents to deliver instant gratification in all interactions—sales, support, and service—over any channel?
• What tools, training, and feedback do you need to improve your agents’ ability to help your customers?
• How can you measure results efficiently—and provide guidance in real-time based on AI-impowered analytics that indicates an issue?
• Even within self-service interactions, you can deliver instant gratification. But as the customer journey takes them to live agents, what are some key tips to making that escalation seamless and successful?
• How can knowledge management bases help both customers and agents—and how can AI ensure your knowledge base is optimal?
• What technology integrations are vital to success?

Instant Gratification: Micromoments Boost Customer Loyalty

Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Mark Ungerman, Director, Product Marketing, NICE CXone
Air Date: February 3, 2022

Virtual assistants, voice biometrics, and video are making good contact centers great.

When it comes to improving the customer experience, there is no shortage of new technologies that can help differentiate you from your competitors. During this webinar, we’ll focus on three areas that will boost your customer satisfaction: Virtual assistants, voice biometrics, and video-enabled communications. Each of these either relies upon or can be improved with artificial intelligence.

Join Robin Gareiss, CEO & Principal Analyst with Metrigy, and Paul Lang, Head of Avaya’s Contact Center Solutions Marketing, to learn about how you can use AI in your contact center, what you should do next—and why. Robin and Paul will discuss the following:

• How can you use virtual assistants to help both agents and customers? With 71% of contact centers planning to use at least a basic virtual assistant by 2022, how extensive should your virtual assistants’ roles be—and what kind of business success can you expect?
• With voice fraud on the rise, how can you make customer interactions more secure—while improving customer satisfaction and reducing time on calls while you’re at it?
• We’ve all become well-versed in video for personal and professional conversations. So why is video for your customer interactions becoming a must-have, and how can AI boost the value of video? What’s driving 57% of companies to use video in the contact center, and what kind of business success can you expect?

3 Key Technologies to Improve CX

Presented by: Robin Gareiss, CEO and Principal Research Analyst, Metrigy
Paul Lang, Head of Contact Center Solutions, Avaya
Air Date: September 21, 2021