Will Robots Take Over?

June, 2017

Can AI handle everything? Or, are there some instances where only a human will do?

Contact centers are now in the age of multichannel driven by consumers’ appetite for communication via multiple means. This has caused an upsurge in the utilisation of Artificial Intelligence (AI) to help improve efficiency, reduce costs and enhance the customer experience, but how far can it go?

Real-time analysis can be performed on both voice and text to provide intelligent automated responses for processing communication sessions. Straight forward interactions may be handled completely using automated responses, however the more complicated or unusual interactions will need to be passed to a human agent.

‘Chatbots’ can be used at the start of text based media communications such as chats, SMS or emails to perform pre-processing. Capturing relevant details in advance of an agent being handed a session can save valuable time for the agent and also deliver a good customer experience as they are starting from an informed position. When correctly implemented, this is a seamless experience and the customer can easily believe they have been communicating with a human agent throughout. In situations where a chatbot cannot provide coherent questions/answers, it is critical to offload the session to a human agent without delay to avoid customers being stuck in limbo, which would cause customer dissatisfaction.

In terms of voice, using IVR for the entire customer interaction works effectively for simple call flows where distinct pieces of information are required and the possible outcomes are finite. An example could be paying for parking, first you state the amount of time you want to park for and then quote your payment card details. The outcomes are; your payment is either authorised, or it is not. However, in instances where outcomes are not so clear, voice recognition software can be used to reduce the time to route a call to the most appropriate destination. The drawback with IVR is that responses are emotionless and unlikely to provide the level of satisfaction derived from talking to a real person.

For all contact centers, the customer satisfaction level is intrinsically linked to the ability the agents have to gain a rapport with customers. This connection is easily lost with the use of AI, due to its lack of understanding human emotions.

When used effectively, AI can maximise agents’ use of time enabling them to spend more time focused on meaningful interactions, helping to project a positive image of the company they represent. But an over-reliance on AI will see your customers taking their business elsewhere.

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