By: Rob McDougall, CEO, Upstream Works Software
They say an elephant never forgets. Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse.
Having to repeat information to a contact center agent constantly comes in near the top in the order of things that negatively impact customer satisfaction. Surprisingly, this remains a problem in many traditional call centers when calls are transferred between agents or when an IVR prompts for information that is not shared with the agent. To minimize customer dissatisfaction, and to improve the agent’s experience, every business should be constantly looking for ways to ensure that information is not lost and to minimize the need for customers to repeat themselves across every interaction with a business.
With conversational AI, the end user is asked to input a lot of information into the AI to resolve an issue using self-service. However, the situation can be compounded when a customer has an interaction with a chatbot and then needs to escalate to an agent for further assistance. In these cases, it is crucial that the transcript of the entire chatbot interaction is delivered to the agent so that the customer doesn’t need to repeat themselves.