As a contact center manager, you’re well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition, hiring and training costs, and the need for expensive technologies to manage large volumes of customer interactions all add up. But what if there was a way to improve efficiency, standardize processes, and empower agents to focus on higher priority customer needs? Enter generative AI.

Generative AI refers to a type of artificial intelligence that can generate new content or responses based on a set of rules or patterns. In the context of contact centers, this means that generative AI tools can be used to automate responses to common customer queries, provide personalized recommendations, and even help agents with complex issues. Let’s take a closer look at how generative AI can be a game changer for contact center managers.

Advantage #1: Reduced operating cost

One of the biggest advantages of generative AI is that it can help reduce costs in a number of ways. First and foremost, it can automate routine tasks such as answering common customer queries or handling basic requests. This means that agents can focus on more complex issues, leading to a higher level of customer satisfaction and lower attrition rates. Additionally, generative AI can help reduce training costs by providing agents with real-time guidance and support, as well as standardized responses to common queries.

Example

One example of how generative AI can reduce operating costs in the contact center is by automating routine tasks such as data entry or responding to common inquiries, allowing agents to focus on more complex issues and reducing the need for additional staff.

To put it more concretely, an average agent spends an average of 2 minutes entering customer data after every call. With 100 agents handling 10,000 calls per month, this amounts to 33 hours of labor per day, which could be reduced by implementing generative AI to automate the data entry process. By using AI to extract customer data from call transcripts and populate the relevant fields, the time spent on data entry could be reduced by 80%, resulting in significant cost savings on labor and increased efficiency in the contact center.

Advantage #2: Increased team efficiency

Another key advantage of generative AI is that it can help increase efficiency in contact centers. By automating routine tasks, agents can spend more time addressing higher priority customer needs, such as resolving complex issues or handling urgent requests. This can lead to shorter wait times, faster resolution times, and higher levels of customer satisfaction overall. Additionally, generative AI can help streamline processes by providing standardized responses and workflows, reducing the potential for errors and inconsistencies.

Example

Guided agent assistance tools powered by generative AI can significantly increase team efficiency in the contact center. For instance, AI-powered tools can help agents quickly access relevant information and offer personalized recommendations, resulting in faster issue resolution and higher customer satisfaction rates. According to a study by McKinsey, such tools can reduce call handling times by up to 50% and increase first-call resolution rates by up to 20%.
In addition, generative AI can also help increase upsell opportunities for agents. By analyzing customer data and behavior, AI-powered tools can provide agents with personalized product or service recommendations, resulting in higher conversion rates and increased revenue for the company. A study by Accenture found that companies using AI-powered sales tools achieved a 59% increase in sales leads and a 49% increase in sales productivity.

Advantage #3: Standardized processes

One of the biggest challenges in contact centers is ensuring that all agents are providing a consistent level of service. With generative AI, it’s possible to standardize processes and responses across the entire team. This can help ensure that customers receive a consistent experience, regardless of which agent they speak with. Additionally, generative AI can help ensure that agents are following best practices and adhering to company policies and procedures.

Example

For example, generative AI can help standardize processes in the contact center by automating call transcription. By automatically transcribing all customer interactions, contact centers can ensure that 100% of calls are accurately recorded and available for reference and review. This can help improve quality assurance, compliance, and training, as managers and agents can easily review calls to identify areas for improvement and provide feedback.

According to a study by Aberdeen, companies that use automated call transcription have 36% higher customer retention rates and 63% better agent performance compared to those that rely on manual call recording methods. Another great benefit: automated call transcription can reduce errors and inconsistencies in call recording, which can result in better compliance and fewer legal issues.

Advantage #4: Mundane tasks are (all but) gone

Finally, generative AI can help eliminate mundane tasks for agents, freeing up their time and energy to focus on more important customer needs. For example, generative AI can automate tasks such as data entry or updating customer records, allowing agents to focus on building relationships with customers and resolving complex issues. This can help improve agent morale and reduce attrition rates, as agents are able to focus on more fulfilling and challenging work.

Example

Use AI to eliminate mundane tasks in the contact center by automating post-call work. Post-call work typically involves tasks such as updating customer records in the CRM, completing documentation, and logging call details, which can be time-consuming and mentally taxing for agents. By automating these tasks, generative AI can reduce the time and mental load required for post-call work, allowing agents to move on to the next interaction faster and focus on more complex customer issues.

According to a study by CallMiner, the average agent spends 15-20% of their time on post-call work, which can negatively impact their overall productivity and performance. By automating post-call work, agents can reclaim this lost time and use it to handle more calls, resulting in increased efficiency and improved customer service.

Those adopting now will drive innovation later

Generative AI presents a new and exciting solution for contact center managers to improve their team’s efficiency, standardize processes, and empower agents. By automating repetitive tasks, providing guidance and support, and streamlining workflows, generative AI can help contact centers become more effective and provide a better customer experience. With its potential to reduce costs, improve efficiency, and increase agent job satisfaction, generative AI is a powerful tool that can help contact center managers stay ahead in a competitive industry that’s rapidly evolving.