{"id":498430,"date":"2023-11-12T20:19:44","date_gmt":"2023-11-13T04:19:44","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/ai-in-customer-experience-is-all-about-frontline-employees"},"modified":"2023-11-12T21:54:38","modified_gmt":"2023-11-13T05:54:38","slug":"ai-in-customer-experience-is-all-about-frontline-employees","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/ai-in-customer-experience-is-all-about-frontline-employees","title":{"rendered":"AI in Customer Experience Is All About Frontline Employees"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\u201cIs AI going to take over the work we\u2019re doing in the contact centre?\u201d<\/p>\n

Brad Cleveland, Founding Partner and Senior Advisor at ICMI<\/a>, kicked off the 2023 ICMI conference in Orlando with this question. It\u2019s one on the minds of most customer experience (CX) leaders right now. And, while no one expects artificial intelligence (AI) to fully replace customer service operations, many conference speakers and attendees were speculating how CX will evolve in the age of AI.<\/p>\n

One common theme was how AI would impact the employee experience<\/a> (EX), including the role of frontline contact center staff.<\/p>\n

In her session, \u201cHow Successful Companies Build Top-Tier Contact Centre Staff,\u201d Robin Gareiss, CEO and Principal Analyst at Metrigy<\/a>, shared findings from the firm\u2019s research on where some companies are focusing their AI efforts related to CX employees.<\/p>\n

Gareiss noted that 83% of organizations are either transforming or have just transformed something in CX that drives measurable outcomes. Of those, 41% have updated or launched generative AI, virtual assistants and chatbots.<\/p>\n

Based on Metrigy research, the AI-related areas Gareiss expects to see the most growth for use are predictive analytics, sentiment analysis and generative AI<\/a>. She also said more companies are using AI to help train and onboard frontline CX employees.<\/p>\n

When it comes to impact, the results are notable. Agent assist<\/a> is the top AI-led application contact centres are using, at 40% as of June 2023. Those who use it have seen average handle time drop by about 27%, said Gareiss. And of the 40% who measure its impact, 34% have seen an increase in revenue, 40% in customer ratings and 32% in agent efficiency.<\/p>\n

Among the 38% of organisations that pair agents with virtual assistants, those agents can handle 7.7% more simultaneous chats.<\/p>\n

Metrigy research also found that, in 2023, organisations without AI needed to hire 2.3X more new agents than businesses that use it. The average number of agent-hires for companies using AI was 39. But that number balloons to 91 for companies not using AI. According to Gareiss, this translates to about $4.3 million in average savings in staffing costs.<\/p>\n

\u201cThe average being spent on AI right now is about $500,000,\u201d she said. \u201cIf you can spend that and save $4.3 million, that\u2019s substantial.\u201d<\/p>\n

Using Technology to Improve the Human Experience<\/h2>\n

In their session, \u201cDiscover How AI Can Drive Better Employee Experience and Improve Engagement,\u201d Natalie Abad, Product Marketing Manager at Genesys, and Michael Logan, Senior Solutions Consultant at Genesys, recommended three AI-led EX strategies that each can help improve job satisfaction and employee performance:<\/p>\n

Improve agents\u2019 data-to-day processes and workflows with generative AI and automation. This approach not only helps agents by providing information to them so they can resolve customer issues faster, but it also transcribes calls in real time. Agent engagement and efficiency rise as a result.<\/p>\n

Increase employees\u2019 motivation with gamification<\/a>. Leaderboards and scorecards allow agents to see their performance versus team KPIs, as well as their teammates\u2019 standings. This translates to friendly competition and provides visibility that ensures agent growth and development. These AI-based tools also help supervisors see snapshots of performance and provide next-best actions for coaching.<\/p>\n

Deliver next-best actions to move interactions quickly forward. Prompt agents in real time with insight into the next-best action they should take with a customer, or that they can recommend the customer take. This improves handle time and customer satisfaction.<\/p>\n

Each of these strategies use AI technologies to improve the human (agent) experience. \u201cAI tools like agent assist makes agents smarter,\u201d said Robert Beasley, Director, Strategic Solutions at Genesys, during his session, \u201cThe Race to Hyper-Personalised Experiences.\u201d These technologies also help to reduce the stress of complex interactions, he said.<\/p>\n

The result? Improvements in agents\u2019 satisfaction and performance \u2014 and that all translates to increased engagement and a boost in motivation.<\/p>\n

\u201cThis job is about people. It doesn\u2019t matter what AI does, it\u2019s still about people,\u201d Tim McElgunn, Principal Analyst of ICMI, said during his session, \u201cWhat\u2019s Coming to the Contact Centre in 2024.\u201d<\/p>\n

Cleveland of ICMI agreed. \u201cContact centres are playing an integral part of an organisation\u2019s service ecosystem,\u201d he said. \u201cIf AI takes over the world, we\u2019ll be the last ones standing.\u201d<\/p>\n

Check out this on-demand webinar \u201cUnleashing the power and possibility of AI<\/a>\u201d to learn more about how you can use AI to improve your customer and employee experiences.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\u201cIs AI going to take over the work we\u2019re doing in the contact centre?\u201d Brad Cleveland, Founding Partner and Senior Advisor at ICMI, kicked off the 2023 ICMI conference in Orlando with this question. It\u2019s one on the minds of most customer experience (CX) leaders right now. And, while no one expects artificial intelligence […]<\/p>\n","protected":false},"author":880,"featured_media":496027,"template":"","tax_priority":[54],"tax_blogtype":[17756],"tax_blogcategory":[15928,13214],"tax_contenttheme":[14902,14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16201],"tax_products_programs":[16477],"tax_buying_job":[16633],"tax_buyer_persona":[16887],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-498430","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-digital-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_products_programs-genesys-ai-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buyer_persona-business-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/498430","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/498430\/revisions"}],"predecessor-version":[{"id":498447,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/498430\/revisions\/498447"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/496027"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=498430"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=498430"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=498430"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=498430"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=498430"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=498430"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=498430"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=498430"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=498430"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=498430"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=498430"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=498430"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=498430"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}