To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational sessions.
A major healthcare company with contact centers that field millions of calls per year wanted to reduce operating costs while delivering a more personalized member experience. The complicated nature of the healthcare system made achieving this objective difficult, so the company turned to an artificial intelligence offering from our portfolio designed to enhance customer experiences (CX).
This AI for CX solution automatically calculates the best customer-agent match and routes inquiries accordingly, optimizing outcomes and increasing efficiency. The healthcare company instantly experienced an 8 percent reduction in average handle time (AHT) and a 5 percent boost in customer satisfaction (CSAT) scores. The AI solution also analyzes each call and utilizes those insights to refine its routing capabilities.
Ultimately, the company can now deliver more personalized experiences and has achieved a three-fold return on investment. The AI for CX solution saves the business $11 million per year in operational expenses.
If you want to cut costs while streamlining contact center operations, you should also consider deploying AI solutions custom-built for customer experience optimization.
AI for CX: Key features and benefits
Our portfolio includes AI tools purposefully constructed to meet every CX need. Select the offerings that align with your goals, whether you’re focused on customer satisfaction, efficiency, agent engagement, or all of the above.
Notable AI for CX solutions include the following:
AI-powered virtual agent for self-service
Contact center copilot for agent assistance
Automated notetaking featuring generative AI
AI for CSAT to deliver insights into agent soft skills that affect customer sentiment
Generative AI for CX leaders to assist with analyzing complex data
AI-powered routing
AI for experience optimization across channels
AI for regulatory compliance
If you want to explore your AI options, our team of technology advisors is here to help. With over 20 years of IT and telephony experience, partnerships with leading AI solution suppliers, the latest marketplace data, and comprehensive comparison matrices, we can rapidly pinpoint the top 3 to 5 offerings for your business out of dozens of options. Our clients save a significant amount of time and money by partnering with our advisors instead of attempting to navigate the complex and constantly changing AI space on their own.
Additionally, if you want to deploy artificial intelligence but aren’t sure where to start, we offer a free AI assessment for qualifying businesses.
Start your AI adventure today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
