Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective.
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.
In light of these facts, it’s little wonder that average handle time (AHT) is a leading indicator of the success of many contact centers. In an effort to reduce the time agents invest in finding solutions to customer problems, contact center managers have introduced a range of training programs and procedural upgrades. However, these attempts continue to fall short. So we’ll review some of the things that aren’t working in 2019, and how AI can make some of these problems a thing of the past.
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