Finding a contact center that isn’t at least exploring the potential benefits of artificial intelligence and automation may prove to be a difficult task today. Indeed, the majority of companies today report that they have already automated at least one business process or plan to do so in the next year, according to McKinsey. However, most implementations—especially website chatbots-—have failed to deliver on the promise of better, more efficient CX.
But the story does not end there. In fact, the future of contact center automation looks very promising. According to the most recent Salesforce State of the Connected Customer report, 77 percent of customers say chatbots will transform their expectations of companies in the next five years. That’s great news for companies looking to boost efficiency in the contact center and improve customer engagement. With customers open to using efficient and effective chatbots, it comes down to those running the contact center and the partners they work with to deliver on the promise.
At QuandaGo, we believe that automation is most valuable when it helps people. This includes agents in your contact center and employees across your company—as well as your customers with innovative self-service applications.
When done right, contact center automation can cut the time it takes to complete common tasks by as much as 50%—or more. This includes mission-critical processes like new customer on-boarding, product returns, and change of address—to name a few. In short, CX automation can have a massive impact on customer journeys that span across your company.
To show you what we mean, we’re excited to release our newest Business Impact Guide for CX, contact center, and OPEX leaders. It’s called The CX Automation Opportunity, and in it you’ll learn the following:
- Common pitfalls to automation success… and how to overcome them.
- Real-world examples of Automation Opportunities in action, including new customer onboarding and product returns
- How to reduce costs—while improving the experience for both customers and agents.
Are you ready to realize the full potential of AI and automation in your contact center?
See how automation can help your business today. Get your FREE Business Impact Guide, and let us show you how!
You can download the guide here.