How Do You Wish AI Could Help Your Contact Center? 

What does it mean to take control of your customer experience (CX) with a workforce engagement management (WEM) solution? 

That’s what Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, and SuccessKPI CEO Dave Rennyson discussed during their fireside chat. 

Next generation WEM can help contact centers take control of their CX by: 

• Unifying systems 

• Delivering a 360-degree view 

• Driving automation and insights 

But WEM’s AI-driven use cases go beyond this list. During the fireside chat, we asked participants to finish the following sentence: “I wish AI could help me with…” In this post, we’ll share some of those responses and their answers. 

Let’s get started. 

Automating Quality Management 

“I wish AI could help me provide an appraisal of the outcome of the consumer interaction. How effective was it based on both consumer requirements and agent responses & vice-versa?” 

Contact centers can evaluate 100% of conversations with SuccessKPI’s automated Quality Management.  

Using Playbook Builder™, automate which customer interactions are sent to the evaluation workspace based on pre-defined topics, themes, and sentiments. Once evaluators are in the evaluation workspace, they can quickly filter calls by agent, topic, data range, call queue, and sentiment.  

This helps contact centers: 

• Enhance their CX by helping agents improve through guided coaching and training 

• Identify any regulatory and compliance gaps that may arise during conversations 

• Provide coaching for agents after calls or in the moment of the customer interaction 

Learn more about SuccessKPI’s automated Quality Management.  

Providing live transcriptions and translations 

“I wish AI could help identify specific language in transcriptions that pose risk to our business based on policy and procedures and regulatory laws.” 

SuccessKPI’s powerful Natural Language Understanding (NLU) and high-accuracy transcription engine can help contact centers decode conversations with more than 90% accuracy. They even go so far as to detect sentiment, topics, moments, themes, and custom phrases across your contact center’s customer channels and agent interactions.

Your contact center can use these tools to automatically identify any language within the customer interactions that could pose a threat and flag them to the Evaluation Center, where they can be further analyzed. 

Learn more about SuccessKPI’s transcriptions. 

The AI-powered platform supports more than 40 languages for transcriptions, including: Arabic, Chinese Mandarin-Mainland, Dutch, Australian English, UK English, US English, French, Quebec French, Farsi, German, Indian Hindi, Indonesian, Italian, Korean, Portuguese, Brazilian Portuguese, Russian, Spanish, US Spanish and Tamil.  

This list continually grows, so you can contact us to learn about the latest language transcriptions supports. 

Identifying actionable improvement areas 

“I wish AI could help with streamlining government processes!” 

AI and automation can be applied to data security, which are essential with government contact centers. AI can handle automatic PII redactions, risk and threat detection, and many use cases mission-critical to government contact centers.

You can also get a complete view of a citizen’s journey by unifying real-time and historical contact center data with customer interactions from a myriad of communication channels like SMS, email, and virtual assistants. 

Learn more about SuccessKPI’s AI for government contact centers. 

“I wish AI could help our employees be more efficient with their work. I’m looking at AI augmentation so they can quickly make a data driven decision.” 

AI can help enhance CX by empowering agents to better understand customer interactions in real-time. One way this happens is with sentiment analysis, which listens for specific words and phrases, as well as understands customer sentiments during live conversations.  

This real-time data is fed into an AI-powered engine that’s capable of taking any number of actions including: 

• Offering a virtual assistant to the customer during self-service or an agent 

• Texting or emailing supervisor or subject matter expert 

• Flagging the interaction for Quality Monitoring and/or follow-up 

This helps make agents more efficient by providing them with both real-time data as well as assistance during customer interactions. 

Learn more about how AI-powered sentiment analysis can help your contact center.  

Improving insights 

“I wish AI could help with overlooked insights, data points of interest I may have missed.” 

Insights are the bread and butter of any contact center, so it’s important that your business is able to access them in real time. 

That’s why SuccessKPI’s AI-powered platform is pre-loaded with 50+ pre-built dashboards and visualizations. Your contact center can also fully customize its dashboards, so they show the data it needs specific to its business.  

Having access to these insights in real-time will help answer pressing questions regarding CX. And the fully customizable attributes, metrics, reports, and dashboards empower your contact center to dice and splice data any way needed. Plus, the subscription setting delivers insights to the right people at the right time. 

Learn more about SuccessKPI’s real-time insights. 

Do you want to dig even deeper into AI use cases and WEM strategies? Join us for our upcoming webinar where Frost & Sullivan will unveil its Global CX Survey.