In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as a method to improve agent performance while maintaining or even improving customer service. The popularity has increased as systems have become more flexible and open with data APIs, and the accuracy of AI systems has …
Five Agent Assist applications for contact centres Read More »
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times. In this post we look at how text classification works and what the best use of text classification techniques is in the customer contact centre.
Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a customer first touches your contact centre presents an opportunity for engagement with an AI system. Most often, the aim is to deflect the customer through self-service of the inbound query. Deflection is most often facilitated by interactive …
Contact Deflection, Chatbots, and Customer Assistance Read More »
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments from tickets in Zendesk using Python, Zenpy, and TextBlob.
Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely on agents to spot customer issues You rely on agents to spot customer-impacting issues on top of their already overloaded day. This can lead to slower reaction times and missed issues. 2. You can’t prove …
Track every metric Keeping on top of the metrics and activities required to ensure your contact centre is running smoothly can be difficult and overwhelming. Every unnoticed issue directly impacts customer experience, leading to frustration, missed SLAs, and reduced customer satisfaction. At EdgeTier, we believe that machine learning, and in particular “anomaly detection” techniques, can …
Anomaly detection – can it help in contact centre management? Read More »
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial intelligence can enhance human-centric customer service through better personalisation, faster responses, and greater accuracy.
The world and their mother seem to be talking about AI. If the hype is to be believed, AI is going to transform every industry in the world in the next few years. It seems like the next time you visit the butcher you will be presented with an AI enabled pork-chop selector (in fact, …
Play to your Strengths: The Changing Role of the Customer Service Agent. Read More »
