If you’re applying automation or artificial intelligence to customer experience, you need to be able to benchmark whether or not technology is truly improving both your employee and customer experience. Here are the 8 key metrics that establish the efficacy of a customer service system. 1. Average Handle Time The Average Handle Time (AHT) describes the average duration of a single transaction, from customer’s initiation through to the conclusion of the request. This includes talk time, hold time and time spent after the call to conclude the transaction. AHT is one of the most important factors in analyzing...Read More
Author: Julia Bobak
Customer service is expensive for companies and often poor experiences for customers. Artificial intelligence can help mitigate some of these problems, but implementing successful automation at your company is no easy task, especially if you lack strong technical capabilities. Below are the key technologies and best practices employed by enterprises leading in customer experience automation. Key Technologies For Implementing Virtual Assistants (VA) A 2016 Stratecast analysis pinpointed five key technologies that provide the foundation for VAs: Machine learning Machine learning (ML) is a set of technologies that enable a computer to develop new behaviors without explicit programing. Programs can...Read More
Artificial intelligence and virtual agents promise improved user experiences and decreased servicing costs. These occur through several pathways. First, virtual agents can be used to ensure the customer is routed to the proper department. Virtual agents are conversational computer programs that interact directly with a customer without human intervention. They are also known as “front end bots”, “virtual assistants”, or “automated assistants”. Many call centers have separate channels for sales and support, routing the customer incorrectly harms both the business and consumer. An incorrect routing frustrates the customer, increases the transaction time, and requires the engagement of multiple agents...Read More
By 2020, customer care will overtake product and price as the number one way for a business to differentiate itself. This is the age of the customer, and companies must progress to meet changing consumer expectations. In the words of famed economist Arthur F. Sheldon, “He profits most who serves best”. Half of consumers will take their business elsewhere within a day as a result of poor customer service. Call centers house hundreds of thousands of agents at a cost of $4 to $12 per service request. The costs of keeping customers happy is skyrocketing. Even with...Read More
Posted by Julia Bobak
Despite substantial recent advances in both software and hardware, robots still have difficulty planning and carrying out multi-step dexterous manipulation tasks. Yet real-world applications of such dexterity include critical situations, like explosive ordnance disposal and disaster response, considered too dangerous for humans. Typically, robots are programmed using one of two methods. In the first, termed “learning from demonstration”, the robot watches a task being carried out and then replicates the motion. Relative novices without deep coding knowledge can essentially “teach” the robots, but robots programmed this way have difficulty adapting their learned skills to new situations. The alternative method...Read More
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