The core concept of customer service hasn’t radically changed over time—when a customer has a problem, you solve it as quickly and efficiently as possible, ensuring their complete satisfaction with your service. Every advancement in the contact center industry—from skills-based routing to omnichannel engagement to workforce management—is built around that principle. Contact center AI technology is no different.
It’s easy to view artificial intelligence as a magic solution for every business challenge, but to get any real benefit from it, you need to follow the same decision-making process as any business tool. Identify the pain points and metrics you use to track them and then implement the right AI-powered solution to help.
With RingCX, there is no one-size-fits-all approach to AI. Different customers and pain points require different solutions. That’s why we’re launching new AI-driven capabilities to help provide seamless experiences that help customers, agents, supervisors, and operations leaders.
AI self-service
Wait times have been a constant challenge for many companies. Keeping customers on hold for too long is a surefire way to lose them.
25% of them will stop doing business with you if you don’t meet their expectations. The challenge is there’s a huge mismatch between what businesses intend to offer and what customers experience. In a recent survey, we found the following:
| Hold time | What businesses feel is acceptable | What customers actually experience |
| < 1 minute | 33.1% | 2.8% |
| Between 1 and 2 minutes | 32.3% | 10% |
| Between 2 and 3 minutes | 20.7% | 17.6% |
Providing AI self-service can offset those wait times by allowing customers to solve many of their issues without needing support from an agent. However, many customers view traditional chatbots with hesitancy.
Over 70% of customers who get frustrated dealing with chatbots have to repeat themselves, as they often get stuck in a loop with a bot that has a limited set of responses.
When they need to escalate to a live human agent, over 55% find it difficult, and then 26% feel that once they do, the agent doesn’t have the right information to resolve the issue.
RingCX provides an open integration platform that offers Bring Your Own IVA capabilities. Multiple prebuilt options, including Yellow.ai and Cognigy, are available, as are APIs businesses can leverage to bring their existing IVAs to RingCX.
AI Assist
Agents have a stressful job in which they are expected to be product experts on day one. It’s no surprise that contact center agent attrition rates are expected to rise to over 31% in 2024.
Why is attrition so high?
If agents don’t have the right AI-driven tools to help them find answers, the high stress of dealing with frustrated customers can quickly lead to burnout. Ideally, a supervisor would be on every call to provide live coaching and guidance, but in reality, supervisors must pick and choose which calls to monitor.
When agents were in the same physical location, it was easy to walk the floor and hear what was happening. But in today’s hybrid and remote employees era, supervisors have a dashboard to monitor and rely on rudimentary metrics like call duration to inform them of which interactions might require their help.
To make matters worse, when they coach agents, they have no context for what has happened, delaying them from immediately assisting.
RingCX AI Assist provides real-time AI coaching and guidance for agents and supervisors.
It provides agents with an “AI coach” on every call. The generative AI monitors the call for customer questions and automatically suggests responses based on your existing content.
For supervisors, it provides real-time alerts, summaries, and transcripts. It shows why the customers called, what the agent has done to solve the problem, and suggested next steps. This makes it easier to understand if intervention is needed and puts them in a better position to help.
AI Assist is easy to set up and build using existing knowledge content, whether those are user guides, troubleshooting documents, webpages, and more. Since it only leverages your existing content, AI Assist is not prone to data hallucinations; that means the solutions it recommends will be more accurate, improving first contact resolution and driving success with every customer service interaction.
RingCX AI Assist is now available in Open Beta. Visit this page to register your interest.
AI Quality Management
A few months ago, RingCX brought quality management (QM) to the masses with an out-of-the-box AI model for scoring 100% of calls. Supervisors had instant insight into each call, not just the 1-2% they were able to review.
We enhanced customized scoring with AI-powered scorecards, where organizations that already have a QM process can leverage the scale of AI to review, analyze, and score their calls.
While automation in the areas of data analysis and scoring represents a huge time savings, RingCX is taking those insights to the next level with comprehensive AI coaching insights for each agent’s overall performance across all calls. This provides a huge performance boost for supervisors, who typically spend 3000 minutes per month reviewing just 2% of their calls. Now they can spend only 30 minutes per month reviewing insights from 100% of calls. Those insights can then be shared directly with the agent and used to deliver personalized feedback for future development opportunities.
These new and innovative AI-powered capabilities are available as part of RingCX AI Quality Management. Learn more on our RingCX Workforce Engagement page.
Originally published Aug 21, 2024
