As you look at the future of your contact centre and the impacts that AI will have on it, we must consider the ways in which we will be supporting it. Whether it be working with virtual agents, learning platforms, speech analytics, image and video analysis or a myriad of other options as it relates to machine learning platforms. AI is here and we have to start adapting in order to meet our ever-changing customer expectations. CX continues to evolve and in order to stay competitive organizations must continue to evolve or else they will have the same fate of organizations like xxx, xxx, that were not able to keep up with the times.

Organization must look at ways of getting deeper insights to provide a proactive customer experience. In addition, it’s very important to look at the tools that your agents have at their fingertips to be able to get real time guidance in best personalizing a customer interaction in real-time. This is where AI will play a huge factor in terms of automating and processing huge amounts of a data to have a virtual picture of each customer that your employees come in contact with. Managing your customer touch-points effectively is what will ensure your continued success.

As we talk about CX, we must make sure that we are training our agents to be able to identify the different type of customers that they will be dealing with daily. Each customer could have a trigger that if not handled properly could result in churn or dissatisfaction. Systems with real-time speech analytics should be able proactively present customer information to the agent to handle the call accordingly. Of course, you can’t beat a well-trained agent that is able to identify these trigger points based on customer tone, emotion, sentiment, voice inflection, etc.

At the end of the day you have to ensure that you are focusing a lot of energy in training your agents while providing them with the tools through AI. Only then will you be nimble and able to consistently meet your customer changing expectations. Don’t wait until it’s too late.