Workforce Management Featured Article
UJET Enables Brands to Improve Virtual Agent Interactions
Contact center demand continues to rise alongside labor shortages. Wait times are longer, service is suffering and customers are frustrated. Research by PWC showed that 32% of customers will switch companies after a single negative experience. The bottom line is contact centers often have one chance to deliver a positive experience and retain customers.
Gartner estimated that as of 2022, 70% of customer interactions will involve technologies such as machine learning. Organizations that adopted these technologies will have more inquiries handled by virtual agents and reduced calls to in-store employees. Relating back to customer experience, this improves wait times, self-service rates and first-call resolutions.
UJET, a cloud contact center provider, announced advanced AI-guided customer service operations that leverage customer insights to drive enhanced customer experience capabilities and automated virtual agent responses.
UJET’s AI-modeled Interaction Design for Virtual Agents will help companies identify common customer needs that are informed by large-scale AI insights directly from customers and then automate their resolution without consuming countless staff hours.
UJET's intelligent contact center software leverages conversational AI and machine learning powered by Google’s (News - Alert) CCAI Insights to build a contact center’s optimization roadmap. Contact centers will get a prioritized list of virtual agents to deploy, along with a high-level cost/benefit analysis for each.
The data gathered has actionable insights and capabilities that include:
- Resolving recurring points of customer concerns, such as issues with payment methods, passwords and website/app rendering on different platforms.
- Proactively address rising trends in complaints or returns before they become a bigger problem.
- Harnessing customer insights based on repeated requests for new product lines or enhancements to existing products/services.
- Gathering competitive intelligence directly from end-users. Hear directly from customers on what they liked or didn’t like with a previously tried competitor.
“Our latest AI technology holds immense potential to transform organizations and when designed correctly, can dramatically improve experiences, enhance efficiency, raise productivity, and drive growth,” said Vasili Triant, chief operating officer at UJET.
With UJET, companies can make automation their competitive advantage and help customer experience shift from cost center to value creator.
Edited by Erik Linask
