Using AI to Better Direct Customers

June, 2019

By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent. Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years.
Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years. Thanks to increases in computing performance, the ability for a computer to access large volumes of data and take complex, probability-based, human-like decisions has increased. That, in turn, has resulted in many practical applications that use AI-techniques being developed.

Improving interactions

In the contact centre there are tasks that AI can perform that can improve interactions. Consider what a contact centre represents to an organisation and its clients. From the organisation’s perspective the contact center is their way of funnelling all interactions with customers through a single point to ensure nothing is missed. However, that funnel can have an unwanted side-effect of putting all customers in the same situation, regardless of their history and importance to the organisation.

For example; customers calling in to a contact centre may find that they always wait in the same queue, are then passed around between agents, having to re-explain their issues each time, before they reach the person they need to speak to.

The AI workflow

Using an AI ‘bot’ to have an initial conversation with a client is a great way to enhance the customer’s experience. A Natural Language Processing (NLP) engine can absorb the many different combinations of words that a client might use and determine their intent. By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent.

Information collected from the customer during the bot conversation can be compared against similar data collected from other customers to make an AI judgement on which is the most suitable agent to transfer the customer to. AI might determine that a customer from a particular region of the country should talk to an agent from the same region as this creates a natural bond between agent and customer, which serves to increase customer satisfaction.

Configuring a bot and training it to recognise the phrases customers may use will not be done in isolation. Many actions may need to be taken to control a session and give the customer the best possible experience. Such tasks include database lookups to determine which agent is best for a customer, re-queueing a session to a different queue, updating a database to tell the system to contact the customer at a later time. All of these are also part of the flow of a session. Contact Center configuration tools should give supervisors a single interface through which they can perform these tasks. By making contact center system management tools easy to use, AI is more likely to be used more frequently and more effectively, which results in a better experience for end customers.

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What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app