WTF is AI and how to get ready for call center automation?
Dasha Smirnova2 minute read
The COVID-19 pandemic exposed many weaknesses in our old business and economic structures. Call center preparedness was one of them. To make it through, you might need to embrace AI and automation.
What is making you think of call center automation?
For some leaders it is the complaints from their agents that they are not getting enough support on call. Others are concerned with the customer churn, at a business where the majority of customer interactions happen via the phone. Others yet are still suffering from the WFH disruptions. And for many it is the insane attrition rates and the costs of running a contact center that keep piling up that are keeping them up at night. Whatever your reasons, you didn’t end up here out of the blue.
You may be looking to empower your agents to serve your customers more efficiently.
You may be after higher conversion rates.
You may want to reduce the costs of running your call center.
IBM states that it costs an average $4000 or more to hire a call center agent, and an additional $4,800 or more to onboard them. With increasing staff attrition, which is all too common, these numbers can get even higher. The same $8,800 can buy you 6 agent months call time on the Dasha Voice AI Platform.
So let’s assume you do need it. How do you get started?
Working with Dasha AI is not complicated. First we need to talk to you to identify the best stream for you to take. Most of our clients use our technology in one of three ways:
Use internal developer resources to build AI apps on Dasha AI Platform
Use an integration partner to build AI apps on Dasha AI Platform
Use readily available AI apps through a partner reseller
In order to figure out which one of these approaches is the best fit for you – please schedule a call with an automation expert.
For planning purposes we advise our clients to use the following approach. The act of breaking the automation down into tasks helps to make a seemingly complicated process easy to understand.
Define your goals
Define your process
Define the project owner (responsible person)
Define success criteria
Define next steps pending successful project completion
Here you can download a framework spreadsheet. There is an example sheet in there for your reference. And if you want to learn more about how to up the game for your call center with voice AI, download our latest report.