Today’s call centers are outdated. Many are still dependent on ineffective Interactive Voice Response systems (IVRs), with their “Press 1 for Customer Service” approach, to handle surging call volumes. The need to transform with new technologies has only accelerated as the global pandemic drives many consumers and businesses to online-first models and phone-based customer service, resulting in annoying hold times and service queues.
Call centers that emerge from the current environment will be vastly different compared to just a few short months ago. One major change on the horizon is how callers will access customer service through “the front door.” Instead of plodding their way through a path of push buttons with IVRs that are mechanical, pre-recorded and impersonal, the call center of the future will be fronted by interactive Conversational AI agents — not simple chatbots or IVRs that prevent any real interaction or immediate resolution.
Digital Employees, ones with true human-like conversational capabilities and integrations to back-end systems, will provide a new level of personalized service, with an ability to complete transactions and resolve issues on the first touch. IVRs will soon be rendered irrelevant – and those companies that don’t plan to deploy Conversational AI agents as part of their customer service strategies are at the same risk.
Come learn more about this trend during our upcoming webinar on Thursday, Sept. 24, at 11 am PT/2pm ET featuring a distinguished panel of experts: