Your customer experience (CX) strategy is only as good as your workforce – and efficient agents lie at the heart of any successful contact centre. This 2-part blog series is all about how you can supercharge your CX with Five9’s cutting-edge technology.

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In the previous blog, we discussed how integrating your customer relationship management (CRM) can dramatically improve CX. Now, we’ll be placing Artificial Intelligence (AI) at the centre and unpacking how it can further empower your call centre personnel. More specifically, we’ll discuss how AI supports agents and enhances their skills, automates tasks, and enables them to make data-driven decisions.

Reading Time: 5 minutes

What This Blog Covers:

• How Can We Empower Agents and Enhance CX with AI?
• How Can AI-Powered CX Transform My Business?
• How Can We Use AI to Improve Agent Skill Development?

Do you wonder if AI will truly improve the call centre software you’re currently using? Many contact centre managers usually respond along the lines of ‘Yes, this technology is incredible, but my customers don’t want to chat to a robot’, or ‘I’m not looking to replace my agents’. However, AI does not eradicate human to human interactions, but improves them – and this blog is all about explaining how.

“At Five9, we believe AI – and specifically generative AI – will be transformative for our industry. To realise the benefits of this technology, we’ve focused on these four pillars – embedded, practical, engine-agnostic, and responsible – which are all rooted in the same goal: helping our customers be successful with AI. If you’re not leveraging AI, you’re falling behind. It’s not just an advantage; it’s about future-proofing your contact centre operations.” – Jonathan Rosenberg, CTO at Five9

How Does AI Empower Agents and Enhance CX?

Real-Time Knowledge and Guidance:

From product details to customer history, Five9’s AI-powered conversation analytics can instantly provide agents with the information they need to have a successful call. Furthermore, with an intelligent virtual assistant by their side, agents have unlimited access to step-by-step troubleshooting guidance to help them quickly resolve complex issues.

Enhanced Decision Making:

In many cases, agents need to be able to make quick decisions while talking to a customer. AI makes this easier by analysing the customer interaction as it’s happening by identifying their sentiment and intent. Equipped with these insights, agents are able to tailor their responses, build rapport and de-escalate tense situations.

Faster Resolution Times:

When it comes to dealing with disgruntled customers, nothing showcases competence quite like fast handling times. AI does this by automating routine tasks and providing quick access to information. Moreover, Five9 telephony has an intelligent routing feature that directs calls to the most qualified agents where necessary.

Improved First Contact Resolution (FCR):

AI-powered tools help agents identify and address customer needs on the first contact. This cutting-edge technology has made multiple discovery calls for one customer a thing of the past and has significantly reduced the need for follow-up calls. Therefore, AI-driven assistance elevates interactions and turns a customer return into an upsell opportunity.

How Can AI-Powered CX Transform My Business?

Increased Agent Productivity:

Generative AI gives your agents the time to focus on what matters most: handling customer inquiries. Time-consuming tasks like data entry and writing reports are automated. This feature further reduces time spent on post-call activities by summarising customer interactions and includes optimised scheduling.

Improved Data Accuracy:

Given that these AI tools take care of numerous tasks, you can rest assured knowing that the data it generates is accurate and consistent – with little to no human error.

Enhanced CX:

No one likes to spend their time waiting in a queue. AI-powered automation improves customer satisfaction by streamlining processes, reducing wait times, automating follow-ups and personalising communications with your valued customers.

Cost Reduction:

One may argue that the best part about all this automation is the reduced labour and operational costs it takes to run a successful call centre. Implementing the Five9 Intelligent CX Platform will give you practical AI solutions that reduce costs while increasing productivity. And with competitive Five9 pricing, the ROI on your AI investment is even more compelling.

How Can We Use AI to Improve Agent Skill Development?

Data-Driven Insights:

AI-powered skill development helps agents to do their jobs even better. This call centre technology identifies their strengths and weaknesses by analysing call recordings, chat transcripts and other data sources to help tailor training programs to individual needs.

Personalised Learning Paths:

Five9 leverages AI to create customised learning paths based on an agent’s role, experience level and performance metrics. Given that we all digest information differently, there are microlearning modules and interactive exercises that can be delivered at the right time.

Real-Time Feedback and Coaching:

This technology is there every step of the way to ensure that your agents continue to improve. AI-powered coaching tools, like virtual assistants and smarter chatbots, can provide real-time feedback on agent performance, highlight areas for improvement and offer agent-specific suggestions.

Continuous Improvement:

The learning journey doesn’t end there. By proactively addressing performance gaps, continuously monitoring agent performance and identifying emerging trends, AI can help maintain a high-performing workforce.

Future-Proof Your Contact Centre

AI has infiltrated every industry and is quickly becoming one of the must-have contact centre solutions for contact centres looking to take their operations to the next level. This powerful technology empowers agents by providing real-time support, automating tasks, and offering a unified platform to streamline their workflow. From personalised training and skill development, to enabling data-driven decisions, the benefits of AI are only limited to its users. By leveraging its power, you can supercharge your CX workforce by delivering exceptional customer experiences that build loyalty and drive revenue.