CallShaper’s Post

The problem with legacy self-service technologies, is that they restrict the customer's range of expression. In contrast, the next generation of conversational AI tech gives customers the power to drive the conversation forward in their words. https://lnkd.in/eSEvPfsg

From hold music to self-service buffets: The customer service landscape is changing! Let's explore the fascinating evolution of contact centers to knowledge centers, highlighting the shift towards empowered customers and agents with the help of AI, data, and self-service tools. #CustomerService #KnowledgeManagement #AI #FutureofWork #ContactCenter #KnowledgeCenter

Rather than burying their customer service number deep within their website and diverting customers into ineffective self-service channels, contact centres need to focus on the fundamentals. Customers want to dial in at a time that suits them, speak to a knowledgeable advisor and get their issue resolved on the first call. This is precisely what the next generation of conversational AI technology aims to deliver. https://lnkd.in/eSEvPfsg

With a vastly superior ability to derive meaning from human language, the next generation of conversational AI tech gives customers the power to drive the conversation forward in their words and in their own time. When interactions are led by the customer, rather than by the machine, conversations do not need to follow a script, and questions or queries can be addressed in any order. https://lnkd.in/eSEvPfsg

Automated post-call transcription and summarisation are revolutionising the contact centre landscape 🌟 Uncover how this game-changing technology, powered by AI, is helping contact centres reach a conservative 50% reduction in wrap-up time, maximising both efficiency and ROI📈 Find out how your contact centre can maximise efficiency and ROI today 👉 https://hubs.la/Q02nwp280

Advanced technologies like AI-powered call summarizations are game-changers for customer service. Discover how this capability can agent boost efficiency, enhance customer interactions, and more → https://bit.ly/3Vzxoj3 #cxleaders #cxstrategy #customerexperience #customerservice #AI

Customers are clear about what they want: they want to dial in at a time that suits them, speak to a knowledgeable advisor and get their issue resolved on the first call. This is precisely what the next generation of conversational AI technology aims to deliver. https://lnkd.in/eSEvPfsg

Reducing post call wrap up time is a game changer and leveraging the power of AI in reducing this manual, mundane, but essential task will deliver very demonstrable benefit to customers and agents

🚀 Enhance Your First Contact Resolution (FCR) with Automation 🚀 Struggling with improving your First Contact Resolution rates? Our latest blog, "How to Improve FCR Automation," offers actionable insights into leveraging automation for better customer service outcomes. Discover strategies to: - Automate responses without sacrificing personalization. - Use AI and machine learning to understand and solve customer inquiries efficiently. - Measure and optimize FCR to ensure continuous improvement. - Ideal for customer service managers and operations directors looking to elevate their team's performance. #CustomerServiceExcellence #FCRAutomation #AI #MachineLearning #OperationalEfficiency https://lnkd.in/ddE6pW9V

🔎 How can AI be used in a call centre? While AI can be used in a variety of ways, we have selected three examples to illustrate its applications in the customer service 👉 https://lnkd.in/e-haPBV6