Is Your Contact Center “AI-Ready”?
With the eruption of automated artificial intelligence (AI) tools like chatbots and voice assistants coming into the contact center scene, customers have the power to find solutions quickly without the need to talk to a human. But that’s not enough to create long-term success—contact center agents need predictive analytics to gain a greater understanding of customers’ needs, as well as sentiment analysis to identify their mood at the time of the call so your agents can pivot quickly. Add in Generative AI and now agents hold the keys to resolve and deescalate issues while providing valuable information and service.
It’s what differentiates your business from all the rest. It’s the power you’ve been waiting for.
Do You Need an AI Assessment?
What can ai do for us?
Everyone is talking about AI, but how are companies actually using it? Is there a difference between AI and Generative AI (hint, yes!) Northridge can help provide use cases of how other companies are leveraging AI successfully and what the opportunities might be for you.
am i ready to implement ai?
Is your data strategy in place? Are your organization and people ready? AI is an amazing technology, but without a solid integrated data solution, the right processes in place and your people prepared for change, AI won’t drive the results you are hoping for. Northridge will assess your readiness for implementing an AI technology and the ROI that it can provide.
Do i buy, overlay, or use what i have?
The technology landscape is extremely complicated and everyone has their own “AI” solution. So should you buy something new, or leverage your current technology? Northridge can help you select the AI solution that best fits your needs and create the business case as to why.
Talk With Our Northridge Experts
Artificial Intelligence has made a big impact on business, with the promise of more to come. Business operations can now manage how they communicate their products & services and their brand in a more streamlined way. Their customers are empowered to self-serve on their schedule, while employees are armed with tools to generate content, solve problems and concentrate on being the best loyalty ambassadors a company could hope for. It’s not just about revenue and ROI – it’s about creating such a powerful experience, that your customers will never think about going somewhere else.
AI Tools for Your Business
With an NRG AI assessment, we will immerse ourselves in your operation and culture to fully understand your existing platforms and why/how they are used. Then we identify areas for opportunity and offer actionable strategies for implementation.
We understand the crucial connection between training & investing in people, building scalable processes, and leveraging technology. We set you, your employees, and your customers for longterm success.
Call Routing & Prioritization
Nothing is more frustrating than being transferred to the wrong person/department. With AI, incoming calls and messages can be analyzed and routed to the right person, decreasing call and transfer times.
By analyzing tone, choice of words, or speech patterns, AI can assess a customer’s mood or sentiment during interactions. Agents can be alerted and guided on how best to handle a situation. This can increase CX and employee satisfaction.
Personalized Customer Interactions
AI can provide agents with real-time access to customer data, including past interactions and purchase history. This information allows them to offer the customer a more personalized experience, creating value and loyalty.
Would the customer’s experience be better if your agents could address problems before they escalate? AI can analyze historical data and predict common issues based on past queries, addressing issues, and offering real-time solutions.
Automated Responses & Follow-ups
AI can draft responses to customer inquiries, automate follow-up messages or actions based on customer interactions, and even suggest replies to agents, allowing them to respond quicker and more efficiently.
Quality Control & Training
Wondering how your agents are doing? AI can monitor and analyze calls and chats to see if quality control standards are met. It can even identify areas of improvement for agents, offering training and insights.
Keeping customer information safe can be difficult. AI algorithms, can detect unusual patterns in account interactions, alerting agents and customers.
“Over the coming decades, AI will profoundly change how we live, learn and do business. But it won’t do any of this without our vision, insights and permission. As business leaders, the most strategic thing we can do is embrace AI as an opportunity to serve our broader business mandates.”
Contact us today to discuss how AI technology can work for your organization. Our experts can work with you to determine the best AI tools for your team.
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At Northridge, we are invested in the success of every customer. That’s why we are constantly seeking data and tools to best serve you, your organization, and your customers.