How to Efficiently Transform Your Customer Service Through AI

Presented by

Rana Gujral

About this talk

According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. But are your contact center practices able to grow with a customer’s experience? And are you ready to apply automation in the most efficient way? Customer service technology has largely been the same for decades. Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. Most importantly, it lacks the ability to immediately deliver actionable insights that can be used to improve real-time service. With the help of AI and voice data, conversations can be broken down and analyzed, helping businesses make changes to calibrate these conversations and ultimately improve outcomes. With automation, your contact center won’t just survive, it will thrive. Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently. In this webinar, you will learn: *How AI can transform your contact center with real, actionable insights. *How to program AI to understand the subtle nuances in conversations, i.e. intonation cues, can yield insights like customers’ behaviors and desires, and improve outcomes. *How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes. *Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.