Future-Proof Your Customer Service: Analytics + Gen AI

The landscape of Contact Centers is evolving at an unprecedented pace. In light of Deloitte's latest findings, it's clear that service organizations are at a pivotal juncture. They must balance improving Customer Experiences (CX) and enhancing efficiency against a backdrop of economic uncertainty and a tight talent market. Here at MYRIAD Communications, we recognize the transformative potential of Generative AI and the critical role of omni-channel strategies in achieving these goals.

The Challenge of Modern Contact Centers

For years, Contact Center leaders have grappled with reducing the number and length of Customer Service inquiries requiring agent intervention. Despite the advent of lower-cost channels and more intelligent technologies, many customers have resisted adopting these solutions due to poor experiences or unsatisfactory outcomes. However, this trend is changing as new tools and approaches enable service organizations to offer efficient and effective digital solutions. By connecting experiences and information across channels, these innovations improve customer experiences and agent productivity.

The Rise of Service Innovators

Not all service organizations are struggling. Deloitte's survey highlights that service innovators—those with advanced capabilities in service delivery, quality assurance automation, personalization, and employee retention—are flourishing. These innovators are leveraging their strengths to drive significant performance improvements across key goals. Compared to less advanced organizations, service innovators are more likely to report excellent customer and employee satisfaction, and they achieve a higher percentage of their strategic goals.

Omni-Channel Integration and Collaboration

A critical factor in the success of service innovators is their use of omni-channel integration tools. These tools allow organizations to connect customers with the right agents quickly, regardless of the channel. Service innovators are also more likely to invest in analytics and insights, helping them understand customer needs and behaviors better. This investment enables them to improve self-service tools and collaboratively enhance product and service quality across the business.

The Transformative Power of Generative AI

Generative AI is revolutionizing contact centers by driving efficiency and productivity improvements. Early adopters of GenAI are already seeing significant benefits, such as faster customer authentication, streamlined interaction summaries for agents, and automated call summaries and follow-up recommendations. These improvements reduce the cost per assisted contact and enhance overall service quality.

Preparing for the future

As contact center leaders navigate this new era, they must consider several critical questions:

1. How are you making servicing easier and more effective for your clients and agents?
2. How are you preparing for the workforce of the future?
3. How should you work with your business partners to identify and resolve the root causes of issues driving low-value or high-volume service inquiries?
4. What is your plan to meet customers in their channels of choice while reducing the cost to serve?
5. Where will you start with Generative AI?