Businesses often prioritize improving the customer experience by investing in customer experiences. Research has shown that enhancing the customer experience can be more effective in driving profitable growth than increasing advertising spending or lowering prices. However, it is important to consider how the experiences of service agents can influence the overall customer experience. To explore this further, we conducted surveys with both consumers and agents to examine customer experience in more detail. The results of the survey, which included responses from over 500 agents nationwide, showed that an agent’s experience can indeed have a significant impact on customer service.
One of the main factors contributing to a disappointing customer experience is the use of basic chatbots for customer service. While chatbots were initially seen as a promising alternative to Interactive Voice Response (IVR) units, they often fail to deliver quality service experiences, leaving users frustrated. Basic chatbots lack the understanding and capability to provide the best options and meet customer requirements. This limitation was evident in the first iteration of PayPal’s chatbot, which responded inappropriately to a user’s statement. To address this issue, more advanced and understanding AI-powered virtual assistants, known as Intelligent Virtual Assistants (IVAs), are needed. IVAs can comprehend customer intent and provide appropriate solutions or connect customers with live agents when necessary.
One of the biggest frustrations for customers is having to repeat their problems multiple times when dealing with customer service. This problem is less common with AI-based customer service methods like IVAs compared to basic chatbots or live agents. IVAs allow customers to create their own journey and customize their service experience, enabling natural language dialogue and self-service. As requests become more complex, customers rely more on IVAs for assistance.
Despite concerns about job losses and displacement due to AI, agents actually view AI as a valuable tool that enhances their performance. Agents value respect and competitive compensation, but they also recognize the importance of advanced tools and technology that can alleviate customer frustrations. They believe that such resources are vital for contact centers and can help reduce time spent on procedural tasks, allowing them to focus more on problem-solving and advocating for customers.
Implementing agent assist technology is crucial for contact centers to meet the evolving expectations of agents and provide them with the resources they need to excel. This technology can improve the customer experience and enhance agent performance, creating a win-win situation for both customers and agents. It is particularly important to bridge the gap between the current state of contact centers and the expectations of agents, especially with the increasing use of technology by younger agents. By doing so, contact centers can step up their game and deliver exceptional customer service.
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