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Retaining customers is one of the most important factors to make a brand successful. But keeping customers loyal becomes increasingly more difficult as other brands compete for their attention. That’s why it’s so vital to give them experiences that build a relationship with your brand. Customer support interactions need to keep up with rising expectations and make people feel heard, understood and respected to achieve this goal.
With customer service employees facing challenges such as excessive work loads and repetitive tasks, they can benefit from solutions that use artificial intelligence (AI) and machine learning (ML) to make customer service more seamless and autonomous. This, in turn, can improve both the employee experience (EX) and customer experience (CX) — ultimately leading to stronger business performance.
Not every CX AI copilot lives up to this standard, though. Companies must take a close look at the current tech environment and find the solutions on the cutting edge, according to a recent white paper from NICE, “Not All AI Copilots Are Created Equal.” Choosing an AI copilot is an important strategic decision that can lead your organization to great results when done right.
How Agent Performance Improves With the Right Copilot
Eighty-nine percent of agents say AI improves their ability to help customers, according to the white paper. Yet certain helpful AI features aren’t present in every copilot, and these are the features that will truly take customer service providers to the next level. For example, real-time post-interaction summaries give agents the easily digestible information they need to provide a smoother customer experience and reduce wrap-up time. Agents can focus on delivering exceptional service without being bogged down by the details. Further helping out agents in this arena is a “next-best statement” ability that stops agents from having to come up with the perfect copy on their own every time they interact with a customer.
The right AI copilot can also benefit the agent experience by keeping agents informed on customer sentiment. By better understanding customers’ emotions and reactions, agents can craft the most appropriate responses that make customers feel they’re truly understood. As a result, agents can improve important metrics like customer satisfaction and customer lifetime value.
Downstream Impact of Better EX
Better EX doesn’t only benefit employees. The business also sees improvements in operational efficiency, with faster agent onboarding, lower churn rates and better handle times. With agents able to provide quicker, more accurate service with the help of an AI copilot, they’ll contribute to happier customers and better business outcomes.
Customers will respond well to quicker responses and faster resolution times, and they’ll also appreciate that they are receiving more accurate, thoughtful and personalized responses more quickly than before. AI capabilities like sentiment analysis and next-best action recommendations give agents the tools they need to provide personalized experiences and tailored responses. When customers feel like agents truly understand them and their unique needs, they’re more likely to have a positive experience with a customer service agent, and they’re more likely to be loyal to the company and speak about the brand positively in their everyday life — helping spread positive word-of-mouth about the brand.
Streamlining Supervisors’ Jobs, Too
Even though supervisors don’t directly speak with customers, AI copilots can still make their jobs easier. AI-driven monitoring of customer service interactions provides a deep well of data for supervisors, as well as providing helpful analyses that can guide their decision making — all in much less time than could be accomplished by agents submitting their own summaries and notes.
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An effective AI copilot will also give supervisors coaching recommendations to help them better manage and guide their staff. This feedback helps supervisors identify areas where individual agents can improve and what they need to enhance their performance. Other vital insights AI can provide are the trends, patterns and risks related to agent performance over time. This too can help supervisors better steer their team in the right direction.
Learn More About Enlighten Copilot
NICE’s innovative solution Enlighten Copilot delivers all these features and more. By leveraging the world's largest validated dataset of customer interactions, this AI solution delivers cutting-edge use cases that organizations need to transform their customer support function and improve CX. By giving both agents and supervisors the tools they need to redefine the way they work, contact centers become more innovative and prepared for the future of work. Organizations who adopt Enlighten Copilot will empower their supervisors to make more data-driven decisions and empower their agents to deliver faster, more effective customer support — ultimately creating a better brand experience for customers.
NICE explains the features and benefits of its latest AI solution in further detail in its recent white paper, “Not All Copilots Are Created Equal.” Read more about Enlighten Copilot in the link below!
Download the white paper “Not All AI Copilots Are Created Equal” here!
