The customer experience and its improvement should always be in the forefront for every customer centric business. Outsourcing to a nearshore call center that utilizes conversational Automated Intelligence is a great way to improve customer service and the customer experience. Nearshore call center outsourcing involves the hiring of a third party vendor to overtake the call center and customer contact needs a business has. Nearshore outsourcing refers to the location of the call center, which would be outside the bounds of the United States, but still within close proximity.
Why retain a nearshore outsourcing company?
Outsourcing your call center to a nearshore site is a cost effective, time saving, and convenient way to meet your businesses call center needs. Nearshore centers provide the perks of being more cost effective than onshore outsourcing while maintaining hiring quality and greater convenience than complete offshore outsourcing does.
How can nearshore call centers improve the customer experience?
Outsourcing call center services to a nearshore company allows businesses to focus solely on their main products and services, instead of devoting their own time and resources to developing a call center on their own.
Nearshore companies are also cost effective which can provide the business with larger budgets for other customer centric departments.
These nearshore companies can offer multilingual services to meet the needs of a larger customer base.
Nearshore outsourcing allows businesses to maintain business and quality control to ensure there is a high quality of customer care.
Established call centers have well maintained tools to measure customer satisfaction and compile data on the general customer experience which allows companies to alter and refine various points along the customer experience track.
What should you look for in a call center company?
Omni channel services
Automated Services
Internal Support Programs
Location
Quality
Culture
Market size and workforce availability
Nearshore call centers already have established services that aid in their execution of quality customer service. The biggest tool they can utilize is their automated services. Automated Intelligence (AI) is a cost effective tool that allows for an increase in efficiency when it comes to customer service.
Automated service options:
Automatic Callbacks
The callback function allows customers to reserve a spot in a call queue without the hassle of waiting on the phone listening to hold music. The system prompts the customer to either wait on the line or press a number to receive a call back later. This will allow the customer to hang up and still remain in the call line.
Interactive Voice Response (IVR)
This system assists incoming callers with the navigation of a phone system before speaking with a live customer support agent. It is a self help option that allows the customer to be connected directly with the correct department or specific agent they are in need of. IVR can also be utilized in the collection of secure customer data and information.
Automated Customer Satisfaction Surveys (CSAT)
Call centers should offer various ways to measure customer satisfaction, but an effective and efficient way to measure this satisfaction is through automated customer satisfaction surveys. These are also known as post-call phone surveys where a customer is automatically transferred to a bot run survey at the completion of their call. The data from these surveys can be sent to various data analysis tools for easy access.
ChatBots
A quality ChatBot platform is equipped with self-learning capabilities. It assesses questions put forward by customers and formulates the correct response based on historical data. Customers will also be able to request communication with a live agent should the ChatBot not meet their needs. The great thing about ChatBots is their customizability to fit various business needs.
Conversational Virtual Assistants
The conversational virtual assistant, or voicebot, is an automated tool to have conversations with customers. Preprogrammed responses are prepared and clients can receive and respond to questions or problems. In this tool, a decision tree exists in the programming that allows the voice assistant to respond to a planned set of questions without the need for agent intervention.
Components of conversational AI
Machine Learning
This is when the automated intelligence utilizes algorithms, features, and data sets to improve itself and recognize patterns to make predictions.
Natural Language Processing (NLP)
NLP technology is the analysis of language with the help of machine learning used in conversational AI. This consists of four steps:
Input generation
Users provide input through a website by either voice or text.
Input analysis
Text-based input will be analyzed by the conversational AI’s natural language understanding to decipher it.
Speech-based input will be analyzed by a combination of automatic speech recognition and natural language understanding.
Dialogue management
The natural language generation formulates a response within this stage.
Reinforcement learning
Over time, machine learning algorithms refine their responses.
Examples of conversational Artificial Intelligence
Siri
Alexa
Google Assistant
Smart booking systems
ChatBots
Facebook Messenger Bots
Upsell Interfaces
Building conversational AI:
Create a list of frequently asked questions.
Analyze the questions people commonly have for your business, competitor businesses and any common general questions.
Determine potential questions that have simple answers.
Examine social media platforms and customer support databases.
Use these frequently asked questions to develop intents in the AI tool
Program answers to these questions within the automated intelligence tool
Build a point for the conversational interface to start at by analyzing the intended answer behind questions asked.
Use these intents to understand and build keywords
Find keywords, key terms, and synonyms that will lead the customer to their desired answer no matter their use of phrase or language
Analyze social media platforms, existing nlp technology, messaging platforms, and variations in speech.
Create a dialogue with the user
Build a logical conversational tree the customer can follow with the AI tool
Create a pathway that would be similar to the pathway a customer would take with a real time agent.
How do conversational AI platforms improve the customer experience?
Conversational Automated Intelligence provides the user with quick answers from a bot who learns from each and every customer interaction. AI can provide answers faster than a call center agent may be able to as the information is readily available.
A customer service agent may be busy with other customer issues that conversational artificial intelligence experiences cannot fix, or they may have to research the answer before providing it to the customer while machine learning allows AI powered chats to answer almost instantly. AI improves customer service by creating seamless ways to reach customer solutions without the need of a live agent.
If you liked this blog contact us and learn more about nearshore Call Center and AI.
About the Author: Neal Topf
