{"id":1569,"date":"2021-11-17T22:57:35","date_gmt":"2021-11-17T22:57:35","guid":{"rendered":"https:\/\/www.replicant.ai\/is-conversational-ai-the-best-solution-to-support-pandemic-weary-contact-centers\/"},"modified":"2023-05-09T20:57:55","modified_gmt":"2023-05-09T20:57:55","slug":"is-conversational-ai-the-best-solution-to-support-pandemic-weary-contact-centers","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/is-conversational-ai-the-best-solution-to-support-pandemic-weary-contact-centers\/","title":{"rendered":"Is Conversational AI the Best Solution to Support Pandemic-weary Contact Centers?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">As the Delta variant of Covid-19 sweeps across the globe, contact centers are feeling the continued strain of a long, hard season spent overcoming pandemic challenges in customer service. Most have adapted to remote work, adopted cloud contact center platforms, grappled with hiring shortages, and grown accustomed to unpredictability. But all of these changes, combined with the personal impact of the pandemic on agents, has taken its toll.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to the <\/span><a href=\"https:\/\/financesonline.com\/call-center-trends\/\"><span style=\"font-weight: 400;\">Harvard Business Review<\/span><\/a><span style=\"font-weight: 400;\">, the pandemic has caused:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">68% more escalations<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">50% more difficult calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">34% longer hold times<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers, meanwhile, continue to have high expectations for even more personalized andfaster,service, but scaling service has been difficult. Many contact centers have turned to the benefits of AI to automate self-service and meet higher call volumes. And it\u2019s been for good reason.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">AI solutions offer advantages that cannot be gained elsewhere, such as:\u00a0<\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automated scalability<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The ability to respond to every customer immediately<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Elimination of hold times<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The capacity to resolve the majority of tier-1 level issues without a human agent, freeing agents to focus on more complex, high-empathy calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Faster, more accurate service resolutions<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integrations that deliver more personalized omnichannel experiences<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improved customer satisfaction through self-service or faster routing to appropriate human agents<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">From an operational cost standpoint, AI reduces OpEx costs while ensuring that contact centers can scale service to a virtually unlimited amount of customers \u2014 without adding human agents, hiring a BPO, or needing to invest in the costs and time of training new agents quickly. AI improves efficiency and streamlines processes and workflows.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These improvements happen the moment AI is deployed and do not take months or years to achieve.\u00a0<\/span><\/p>\n<h2>If you\u2019re going to deploy AI, go with conversational AI<\/h2>\n<p><span style=\"font-weight: 400;\">There are numerous AI solutions available for contact centers today; however, conversational AI, offers some of the most promising gains \u2014 with the biggest benefits occuring in CX. Why? Because it\u2019s the closest thing to experiencing a human interaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conversational AI uses natural language processing, machine learning, and big data to enable computers to converse in a human-like way. Instead of having humans conform to robotic-like ways of interacting with computers, conversational AI makes talking with machines feel far more natural. Callers can express themselves as if they were talking to a live agent and, through speech recognition, conversational AI is able to respond to multiple intents and changing contexts.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.replicant.ai\/resources\/guide\/overcome-the-contact-center-crisis-with-conversational-ai\/\"><img decoding=\"async\" class=\"wp-image-6099 aligncenter\" src=\"https:\/\/www.replicant.ai\/wp-content\/uploads\/2022\/08\/VoiceAItoOvercomeCC_2501x469-300x56.png\" alt=\"\" width=\"921\" height=\"172\" \/><\/a><\/p>\n<h2>Conversational AI helps contact centers solve today\u2019s challenges by:<\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing a virtual agent that\u2019s always available, eliminating hold times<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creating elastic capacity so you don\u2019t have to hire and balloon costs when call volume changes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Meeting consumer expectations by providing what they value now: personal care, ease and convenience<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increasing agent engagement and happiness by removing the repetitive, transactional work that they do (which is also a selling point when hiring agents)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing a virtual agent that you just have to train once<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Giving contact centers the ability to be proactive<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">All in all, conversational AI is one of the fastest, most effective AI solutions that eases the burden on agents and delivers high impact CX for customers.<\/span><\/p>\n<p><em><strong>Learn more about how contact centers are overcoming market challenges: <a href=\"https:\/\/www.replicant.ai\/blog\/from-understaffed-to-overprepared-how-contact-centers-are-bouncing-back\/\">From Understaffed to Overprepared: How Contact Centers are Bouncing Back<\/a><br \/>\n<\/strong><\/em><\/p>\n<p><center><!-- end HubSpot Call-to-Action Code --><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As the Delta variant of Covid-19 sweeps across the globe, contact centers are feeling the&#8230;<\/p>\n","protected":false},"author":10,"featured_media":1570,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Is Conversational AI the Best Solution to Support Pandemic-weary Contact Centers? | Replicant<\/title>\n<meta name=\"description\" content=\"Learn how conversational AI compares to chatbots, the benefits of AI, and which one serves your business best. 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