The world of remote CX primarily depends on remote CX agents and how they deal with their customers. However, hiring too many agents can become financially taxing on companies with a remote CX department. To add to this, repeated tasks add up to the fatigue of agents and remote CX agents can often be prone to error. The greater the human intervention in an activity, the greater chances of error. Additionally, CX agents who work long hours often have to spend time on banal activities that reduce their time facing the customer. This takes up a time where agents can focus on resolving complex tasks.
The use of artificial intelligence in remote CX may be considered an innovative capability of today’s CX systems, but is equally necessary. AI-driven CX systems such as TalkDesk, Ameyo, and Genesys are considered future-ready primarily due to such capabilities. Let us look at the applications of artificial intelligence in remote CX.
With the need for a better customer experience increasing by the day, there is a fervent requirement for companies to optimize their CX processes and make them more efficient. Skill-based routing has grown to be a particularly necessary feature in remote CX software. When an agent signs up for a remote CX job using platforms like VOIZ, the agent expects that specialized and interesting tasks will be routed. What skill-based routing does is that it uses artificial intelligence to understand the needs and requirements of a customer and route the customer to the CX agent most capable of solving the problem. This leads to satisfaction for the customer as well as the CX agent.
Artificial intelligence can be used to further enhance CX agent satisfaction by saving them the burden of performing repetitive tasks. When CX agents register for a CX platform such as VOIZ, they get to choose the hours they want to work and the firms they want to work for. However, if a significant time of their time is wasted in banal activities such as generating customer reports and entering data, much of the time meant for prospective customers is wasted. On-call centre software such as TalkDesk and Genesys, these activities are done by harnessing the power of artificial intelligence. This allows CX agents to get more time facing the customer.
There is a reason that no company will put customers straight through to a customer service agent anymore. This is because there are too many customers and too few agents. Companies use artificial intelligence-based virtual assistants and IVR systems to conduct an initial interview of the customer before routing them to the correct agent so that a self-serve system can resolve some of the queries.
You can use a CX platform such as VOIZ to hire and manage great CX talent from across the globe. However, you can also make this talent get the optimum amount of customer time and has a positive experience working with you by using AI in your CX processes. VOIZ as an addon can be integrated into your AI-powered CX stack to offer optimal customer experience.