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

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • 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

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

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

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • 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™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

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

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

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

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

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

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app