In the past 12 months we have seen rapid acceleration of automation and AI solutions. However, when it comes down to dealing with customers, human relationships still have their place.
We are all customers and there are times when we just want to get something done quickly. In banking terms that may be a balance or transaction check, give me the information that I need fast and simple. It could be a renewal of your insurance or to check where an order is.
But what if the balance isn’t what you expected or you have a duplicate transaction? The renewal price has changed dramatically, or the order isn’t arriving today after all, and you’ve taken a holiday day to wait for it? Well, you probably want to speak with someone, you want understanding and empathy. Another human to say to you it has all been sorted and there is nothing to worry about, to apologise – and mean it.
So, it is likely there will always be some form of need for human intervention in the process.
People determine the processes
AI can determine when a customer is likely to need to make contact based on analysis of various data points and the creation of insights. It can run tasks/journeys to make proactive contacts at the right times based on customer lifecycles.
However, it has not reached the point of autonomy yet where it can decide what the CX should look like, it can give the tools but you still need to direct the effort, so people remain key.
Are your automation objectives aligned?
Few outsource providers have the technology inhouse to satisfy the needs of their clients directly, few clients have the experience to implement AI themselves. As an outsource community of CX specialists you have the opportunity to shape the service delivered and the enable your clients to deliver better outcomes for their customers, differentiate their brand and help them either grow their business or reduce costs.
There is no point putting your head in the sand; this change is here, it is happening now. To say “it’s coming and we will get to it” is too little, too late.
The best thing that you can do is ensure that you have the right partners to enable you to deliver the changes that your client needs and the right commercial agreement with your client to ensure that your business is sustainable.
“If you aren’t talking to your clients about AI and automation someone else will be.”
Those who simply try to protect their headcount will find that they are on the losing side when it comes to contract renewal. Don’t wait until renewal comes along to talk to clients about innovation and cost saving, they will see straight through this!
There are benefits to automation that can support your business
We have seen massive change through homeworking during the pandemic, increased attrition, increased salary costs due to inflation and pressure on clients to manage costs as a result of reduced customer spend due to a hardening economy.
We have seen increasing amounts of work being placed offshore, however there remains the risk that other labour markets become increasingly competitive and then costs will start to rise again.
Customers expect automation for certain tasks, they crave it, so you need to be able to provide solutions for your clients.
“Choosing the right technical partner could be critical to your future success”
As a business you need to ensure that you have:
- Sustainable solutions that work for you
- Alignment of objectives with your clients
- Technical delivery partners that you can rely on and trust to deliver on your behalf
Remember you get out what you put in. Be sure to properly resource any implementation project, scope realistically, ensure you have a clear business case, deliverables, testing and sign off processes, choosing the right solutions is only half of the story.
Want to know more?
Join Us for our webinar on September 14th, when we will be discussing in more detail the opportunity that AI offers to the outsource community.
The automation of customer interactions is as lively a conversation now amongst the CX and contact centre communities as it always has been.
It was in the early 70’s that Theodore George “Ted” Paraskevakos, working at Bell Labs, developed the concept known as “Automated Voice Response” (AVR). His idea involved using touch-tone telephone keypads to interact with computer systems over telephone lines. His work laid the foundations for the development of the simple touch menus and the overlay of voice recognition systems that so many organisations use today as IVR (Interactive Voice Response) and we may finally be getting to the AVR solutions he intended (read on and I’ll tell you why).
What is the relevance of this technology in a world where ‘voice’ is a diminishing part of the CX tool set and contact centre operations you may ask?
It is hard to mention IVR without feeling tension, frustration, even damn right anger, when the technology is deployed badly. This is something we have all experienced to some extent or other, especially when so many of us are time poor and simply want to get the job done in 3 clicks or less. After 50 or so years of evolution and thinking, I do wonder why some organisations are so slow to change. Clearly some large enterprises have invested so much, and integrated so deeply, that a transformation project to address today’s imbalance of voice is seen as ‘super high risk’. Yet where historical investment is lower, there is little excuse not to feel enabled to address the challenges driven by customers growing preference to communicate with their fingers rather than their voices.
Many organisations are held back today because their customer engagement technology is rooted in the world of ‘telephony’. In this world IVR deployment and ‘change’ sits with the IT team and those supporting the ‘telephony’ environment. As a result, ‘change’ takes time and that costs money, the transformation required to take advantage current customer communication preferences mean ‘bolting on’ digital channel capability. ‘Bolting on’ is not a proper term the technical community use. They say “we have an API for that” but in reality, API’s are a very broad church and what the tech’ folk won’t tell you is how much API’s can restrict the flow of data. Which means that any future AI deployment to make sense of the organisations data flows, is looking at a restricted picture, increasing the risk of poor or ineffective decision making. All of which means that there are strong strategic, as well as tactical reasons, to get out of the muddy world of ‘telephony’ and walk boldly into the paved pathways and highways of today’s digital first world. For those that are still apprehensive, ‘telephony’ as Ted Paraskevakos knew it, became a series of 1’s and 0’s years ago.
Voice is now just another digital channel. As a digital channel, IVR simply becomes IR (Interactive Response).
As part of the drag and drop / no code CCaaS applications and ‘customer engagement platforms’, voice channel automation is a big component. New digitally driven contact centre tech’ gives organisations the autonomy and self-determination capability to set up voice driven IR data flows in almost any language, in any ‘voice’ and have those tested and deployed in minutes. Add to that AI (another broad church) and organisations find themselves in a position where the conversation is no longer about the transition from telephony (or voice) to digital, but from a digital organisation to an AI driven digital organisation. Which means that our future conversations will not be about Interactive Response but Intelligent Response…probably something closer to what Ted Paraskevakos actually had in mind when he developed his AVR technology 50 years or so ago!!!
Looking to strike the right balance in terms of your contact centre technology setup? Get in touch, we’d love to chat with you.