Ravi Saraogi, Co-founder and President of Uniphore APAC,speaks about the gaining momentum of intelligent automation which helps putting together the best of productivity and the best of humanity to create a win-win situation for all.
Life has changed considerably over the last two years, with our working methods coming under more scrutiny than ever. As health and safety became significant concerns in public spaces due to COVID-19, so did the wellbeing of people in their workplaces – resulting in the call for companies to build a culture that protects their employees by using more holistic approaches. Although this has led to the growing acceptance of hybrid and remote working arrangements, social distancing and travel restrictions have also drawn our attention to the importance of human connection if we are to thrive together.
Automation is an enabler of this focus on human connections as by leaving repetitive or labor-intensive task to machines, it enables employees to instead focus on interpersonal engagements. A recent report by McKinsey has shown that the UAE demonstrates a clear appetite for automation – projecting an adoption rate by 2030 that’s higher than the projected global average of 32%. The same report goes on to state that workforce automation can potentially add between 0.3 to 2.2 percent in compound annual productivity growth to the global economy by 2030. Being proactive and preparing for change can mean that individuals, businesses, industries, and nations can share in the benefits of automation.
With the pandemic having irreversibly changed the way businesses operate, these symbiotic circumstances look set to continue into the near future – but what does it mean for the contact center industry at large?
The future of contact centers
Contact centers are traditionally known to generate costs, not profits. Due to budgetary constraints and outdated legacy systems, they were typically slow in adopting new technologies and ran up high labor costs. Staffed with overworked agents who cannot handle overwhelming demand, these centers also often record high inefficiency rates, affecting the businesses’ performance in general.
This remains an issue, but more can be done to improve processes. Today’s contact centers have had to evolve in the age of automation – and the ongoing global crisis is playing a big part in moving them forward. For example, going entirely virtual to eliminate the barriers of a physical contact center, allowing for self-service options, getting better at predicting and meeting customer needs, and more by leveraging AI to improve the quality of interactions. More contact centers are now relying on technology to enhance operations and overall customer experience.
These benefits go both ways, as automation can act as a virtual manager for contact center agents. Besides managing call volumes and facilitating work across different geographical locations and time zones, it can empower agents to deliver consistent and empathetic experiences to each customer by linking the back office with the front office. This boosts efficiency in businesses and puts the heart back into customer experiences.
Automating conversations for maximum efficiency
There is a wide range of innovative solutions for businesses looking to take their contact centers to the next level. Such solutions utilize AI to enable real-time call transcriptions and deliver in-call alerts and guidance. It also automates agent after-call work (ACW), which includes logging call summaries and call dispositions, thereby decreasing workload by reducing the need for manual entries and eliminating human error. On top of increasing productivity and performance, these solutions can also increase accuracy and identify compliance disclaimer keywords in real-time to reduce risk and liability exposures.
To truly set themselves apart from the competition, businesses can consider applying AI and NLP engines on all their customer conversations to glean actionable insights that underline strategic and tactical decision-making. It can help audit and analyze unstructured data to pick emerging trends or topics that drive calls and interactions, identify friction points and measure agent effectiveness. These solutions are among the many that can help companies revolutionize their customer landscape while keeping employees motivated as we continue to adjust living with COVID-19, as elaborated by Dipu KV, President & Head of Operations and Customer Service at Bajaj Allianz General in ‘Conversations That Matter’, a podcast for contact centers.
People must remain the core of every business. Conversations power enterprises and strive to ensure that every voice is truly heard and understood. Amid the acceleration of digital transformation today, it is important not to forget that people are ultimately responsible for adopting and adapting to changes around us. Although intelligent automation will free up resources for businesses looking to invest in innovation and level up customer experience, it is truly about putting together the best of technology and the best of humanity for the best productivity – a win-win for all.
