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One of the most common questions asked of the business process outsourcing sector is, ‘will artificial intelligence take jobs from the sector?’.That said, it’s worth interrogating the value of this disruptive technology for the sector.
Understandably, this human element led to varied customer experiences and some less-than-optimal outcomes for the customer. It’s equally no surprise that the hangover from that time is a degree of reluctance by customers to engage with contact centres. The integration of Large Language Models is proving to be a much better fit for contact centre activities than classical knowledge bases.LLM handles the complex task of finding the best answer or match to any query, delivering a smooth and seamless experience in real-time during customer interactions by allowing the agent to use natural language for queries.
It significantly enhances the customer experience, as serving customers in their preferred language fosters ease and builds brand loyalty.Translation technology closes the gap of understanding, and most customers are tolerant of a few language quirks while being assisted. AI suggestions can shave time off the duration of a call for an agent and help resolve issues more speedily. This improves the agent’s metrics and reduces their stress, while AI-driven training simulations offer realistic scenarios for agents to experience handling complex situations, thereby improving their problem-solving skills and boosting confidence. All these elements aid in employee retention.
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