In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to stand apart from their competition through the customer experience (CX), drive efficiency, and improve the effectiveness of agents.
However, as the technology continues to become more sophisticated, fears of AI taking human roles have grown.
Despite this seemingly prevailing thought, the Cresta 2024 State of the Agent Report has uncovered the opposite, as we will see later on has uncovered the opposite, as we will see later on. With the majority of contact center agents embracing Generative AI and viewing the technology as a tool to increase their success at work.
It’s clear AI is making a significant and positive impact on the daily lives of human workers in the contact center.
However, very few organizations have yet to fully unlock Generative AI’s potential beyond basic speech analytics and deterministic chatbots. As a result, they are failing to take advantage of a massive opportunity to provide customers with hyper-personalized experiences that help build ongoing loyalty and trust.
Investment in AI technology can help contact center leaders amplify best practices across their workforce and dramatically improve retention rates. With AI they can ultimately drive down onboarding costs and ensure every agent is equipped with the knowledge they need to provide excellent customer service at every turn.
…AI is making a significant and positive impact on the daily lives of human workers in the contact center.
Here are three ways AI in the contact center is helping deliver stronger and more meaningful experiences to customers through their agents. And at the same time simultaneously driving bottom-line results for the business.
1. Improved Onboarding and Coaching
Nearly tripling that of other industries at rates of 30% to 45% or more from our research of other studies (Ed. note, e.g., Nextiva), attrition in the contact center is remarkably high.
With the cost to replace an agent averaging $10,000-$21,000 as per our data, attrition can significantly impact the bottom line while also contributing to negative customer interactions and perceptions.
Nearly two-thirds of agents (65%) report wanting to use real-time AI hints and suggestions…
Our research also shows organizations can reduce their new agent onboarding time by 50% or more through the use of real-time hints and knowledge. This is especially important as less than a third of agents reported their training and onboarding were excellent.
The benefits don’t stop once agents are fully ramped up; AI can also deliver improved and real-time tailored coaching. The survey found that:
- Those agents who experienced more personalized coaching through Generative AI technology reported that it is nearly 3x more effective than those who go through a “one-size-fits-all” coaching process.
- Of those receiving optimized coaching, 91% reported satisfaction at work compared to 57% without.
2. Increased Job Performance, Confidence, and Satisfaction
While prevailing narratives surrounding AI in the contact center imply that it’s something agents should fear, our survey results suggest that many agents feel otherwise.
- Nearly two-thirds of agents (65%) report wanting to use real-time AI hints and suggestions during the course of their customer interactions.
- Additionally, 95% of agents currently using AI report being able to more rapidly and competently resolve customer queries.
- Of those using AI, 89% felt their organizations were prioritizing investment in technology that better supported them at work.
- Meanwhile, of the cohort of agents not using AI, only 57% reported they felt their organization was prioritizing investment in technology that eased pain points in their day-to-day work.
When asked to indicate their degree of happiness in their roles, those who were unhappy were nearly twice as likely to say that their company’s lack of investment in new technology is inhibiting their overall success.
There has been a strong correlation between employee satisfaction and customer satisfaction, as happier agents create happier customers. Therefore, investments in agent-supporting tools impact customers directly.
3. Increased “Service-to-Sales” Opportunities
In the past few years, the impetus for contact center leaders to transition toward a “service-to-sales” model has grown significantly, effectively converting “cost centers” into “profit centers.”
In practice though, this shift can be incredibly daunting for agents who may not have past sales experience, especially without the assistance of supportive AI technology.
By implementing AI in the contact center, business leaders can alleviate common pain points…
Three out of four agents report that their company leadership is now encouraging shifting from strictly customer service to active selling in their interactions with customers. Therefore, it is vital that organizations empower them with the right technology to facilitate effective change management.
Among agents that already have AI technology, our research uncovered that:
- 81% feel they can comfortably identify when to shift an interaction’s focus from service to sales.
- Of those fitted with AI, 82% of agents report ease with both selling and cross-selling products.
By implementing AI in the contact center, business leaders can alleviate common pain points as agents begin prioritizing sales opportunities. The technology can provide agents with the right information at the right time. This helps them better recognize and understand when to make personalized offers, navigate objections in real-time, and successfully close sales using proven best practices.
The Future of AI
The bottom line is that agents are increasingly demanding supportive AI solutions. They are largely viewing this technology as a tool that better supports their work, increases their confidence, and empowers them to effectively solve customer issues and sell to customers.
By deeply embedding AI in the contact center, organizations can make a significant impact on agent attrition, drive increased performance among their workforce, and help agents focus on what matters most. Namely developing strong relationships with their customers.
