The Contact center is the gateway to the customer; it holds a wealth of insight, including answers to crucial questions that can ultimately drive growth and enhance efficiency.
Customer centricity has become a critical priority for organizations as leaders aspire to make data-driven decisions that align with customer needs and address their deepest pain points. By better understanding the customer, companies will be in the position to optimize their contact center operations and improve experiences across the board.
However, extracting actionable insights on customer preferences has proven challenging; insight on product issues, competitor mentions, customer satisfaction, and churn likelihood are often inaccessible and overlooked.
Traditional tools allowed for transcription and analysis of call content, but they lacked adaptability and required extensive configurations. In fact, only 12% of customer contact leaders say that customer data drives everything they do. Accessibility and speed of access have proven to be a major issue for organizations looking to optimize operations, because, although contact center analytics and reporting solutions offer vast amounts of data, they fall short of providing quick and effortless answers. Other solutions also require significant configuration and ongoing maintenance, primarily focusing on compliance monitoring and agent performance management.
Now, with generative AI, leaders can access this real time insight and recognize long standing patterns, pain points and themes across customer interactions. With all of this communicated in a clear and concise way, leaders have the opportunity to make decisions faster and lead with data-driven insight.
Generative AI, such as the OpenAI GPT, has revolutionized the way machines can understand and generate human-like text. This has opened possibilities for automated customer interactions, personalized responses and comprehensive call summaries to understand call trends like never before. With 78% of customer contact leaders stating that better capturing and analyzing data is the top priority keeping them up at night, it is clear that this new technology will be critical.
This report will cover:
- The evolution of new AI technology
- Top pain points of the operational performance and customer experience
- Tips for how leaders can implement generative AI to streamline operations and uncover insights