How to Improve Customer Service with Smart Agent Handover and Generative AI
In customer service, Generative AI with technologies such as Interactive Voice Response (IVR) and Smart Agent Handover boost efficiency and elevates the user experience. Let’s dive into Smart Agent Handover and IVRs with Generative AI.
What is Smart Agent Handover?
Smart Agent Handover is the information a human call center agent receives to be prepared with all the necessary context to address the caller’s concerns effectively. Before an agent picks up the phone, they are equipped with critical information. It can be info such as the caller’s user ID, sentiment, geographic location, time zone, and the specific reason for their call. This seamless integration of data ensures a personalized, efficient, and satisfying customer experience. This significantly reduces resolution time and enhancing customer satisfaction.
How to add Generative AI to Your IVR System and in your Smart Agent Handover?
Integrating Teneo into your IVR system transforms the customer experience from navigating a dated, keypad-based “click 1 for…” menu to interacting with a voice chatbot. Customers can simply describe their issue in a complete sentence, and Teneo efficiently guides them through the process. Leveraging advanced Generative AI with Teneo improves user interaction while offering significant benefits. As the system owner, you control the data captured and what is relayed to live agents. Here are a few examples of the insights you can gather with Teneo.
Entity extraction
Elevate your Teneo solution by integrating Generative AI Entity Extraction, enhancing its Natural Language Understanding (NLU) capabilities. This advanced feature allows your voice chatbot to accurately identify key information like locations. For instance, it can recommend the nearest coffee shop or set the starting point at the closest airport when you’re planning a trip with your children, ensuring all tickets are booked. It can also suggest restaurants that are currently open, optimizing your experience based on real-time data. With Generative AI Entity Extraction, Teneo becomes a more intelligent and responsive assistant that simplifies and enriches user interactions. Additional functionalities include recognizing specific topics, one example being iPhones, and seamlessly linking these mentions to relevant expertise, directing inquiries to Apple specialists in your team based on their skills.
Sentiment
Sentiment analysis allows businesses to better understand and respond to customer needs, emotions, and preferences. By analyzing sentiment with Generative AI, it is easy to automatically detect and classify not only positive, neutral, or negative sentiment, but also emotions expressed by callers, including satisfaction, frustration, or urgency. This information is vital as it provides more context to our Generative AI integration. It leads to stronger and more natural responses that are adapted to the emotional nuances of human language. Additionally, sentiment analysis offers valuable insights into overall customer mood, facilitating trend analysis and pinpointing areas for improvement within call center operations.
An option available with this tool is to leverage sentiment data to alert customer service agents about the caller’s mood. By correlating the detected sentiment with the frequency of calls from the same customer over the past month, the system can prioritize the caller in the queue. This ensures a tailored approach, preparing agents to handle potential behaviors before they even take the call, thus enhancing responsiveness and customer interaction.
Conversation Summary
Providing agents with a concise summary of prior interactions with the voice chatbot is essential for effective communication. Here you can use the conversation history to leverage Generative AI to distill long and complex customer conversations into clear, succinct summaries. This process involves an additional call to your language model, which extracts only the crucial information from the entire dialogue. Since agents have only a few seconds to review this information before responding to a call, these concise summaries ensure they receive the necessary context to engage immediately.
Adaptive Answers
Incorporating Adaptive Answers into your Teneo solution elevates personalization to extraordinary levels, allowing for the creation of tailored responses that dynamically adapt to each customer. With Adaptive Answers, Teneo considers crucial factors such as user sentiment, conversation history, age, and location before modifying the response. This capability ensures that each interaction is unique and specifically crafted to the individual’s context, eliminating the need for manual adjustments to content. By automating this process, your system not only enhances customer engagement but also significantly streamlines your workflow, providing personalized experiences effortlessly.
Over 50 Open-Source integrations
Teneo offers an impressive array of +50 open-source integrations, significantly enhancing the functionality and flexibility of your solution. One powerful way to elevate your customer service experience is by integrating a Customer Relationship Management (CRM) system into your Teneo setup. This integration opens endless possibilities for personalized customer interactions. Popular CRM platforms such as Salesforce and HubSpot are just a couple of examples from the vast selection available for integration with Teneo.
Integrating a CRM allows you to:
- Create, update, or search for tickets based on the caller’s input and related issues.
- Verify the authenticity of the user by comparing spoken details with information stored in the CRM.
- Identify the user through CRM data to streamline service delivery.
For instance, when a user calls, the system can automatically check for any existing tickets linked to their phone number, inquire if the call pertains to that issue, and escalate as needed. This can be particularly useful in scenarios such as:
- A user who places an order and calls the support line shortly after.
- A user making their third call to support within a week.
Such integrations are possible with Teneo and will help you improve the efficiency of your service while greatly enhancing the user experience by making interactions more responsive and contextually aware.
Solve the issue before reaching Agent
Using Teneo with Generative AI offers unparalleled 24/7 support, ensuring that users have access to assistance anytime, with no downtime. This around-the-clock availability means that even outside of office hours, users can interact with the bot to resolve their issues. If the bot cannot provide an immediate solution, it facilitates setting up a scheduled callback, enhancing user convenience.
Moreover, during peak times when wait queues are long, Teneo can proactively offer to attempt resolving the issue independently. This allows users to potentially resolve their concerns through automated assistance without needing to wait for a human agent. If the issue remains unresolved, the bot can arrange a callback, ensuring all relevant information from the interaction is preserved and passed on to the agent.
Teneo, powered by Generative AI, also brings advanced capabilities like reading attachments with Retrieval-Augmented Generation (RAG), with both Azure OpenAI, and Amazon Bedrock with Anthropic Claude resources. This enables it to process documents such as receipts or proofs of purchase for returns or refunds. Additionally, the system can integrate with communication platforms to send SMS or WhatsApp links, allowing users to upload images. Teneo can then analyze these images to further assist with the issue, streamlining the process and enhancing the overall customer experience.
Agent Handover
Choosing the right queue for a customer query is a critical step in streamlining the support process. Generative AI can significantly enhance this selection. By employing Generative AI within Teneo, you can analyze the customer’s inquiry and predict the most appropriate queue based on the content and context of the conversation. Teneo has demonstrated a remarkable +95% accuracy at detecting the correct intent and queue, positioning it as highly effective in this domain. This prediction can then be compared to the queue suggested by predefined intents within the system.
In cases where the AI and predefined intents suggest different queues with equal confidence, Teneo can actively engage the user to decide. This might involve asking the user directly which queue they believe best fits their needs. By doing this, we ensure that they feel involved in the process. This increases the likelihood of satisfying their query efficiently.
High AI accuracy, crucial for voice-enabled AI chatbots, requires at least 90% accuracy to match human effectiveness. However, most companies with active voice chatbot implementations achieve only about 80% accuracy. This often results in more customer frustration and additional work for agents.
Once the correct queue is selected, the focus shifts to facilitating a seamless handover to a human agent. At this stage, the goal is to provide the agent with as much relevant information as possible to continue assisting the customer effectively. This includes details from the conversation, any determinations made by the AI, and potential issues identified during the interaction.
To enhance the handover process, a variety of integrations are available with Teneo. These could include CRM systems to access customer history, analytics tools to summarize interaction trends, and communication platforms for seamless updates. By integrating these tools, Teneo not only improves the efficiency of the handover but also ensures that the agent is well-prepared to continue the conversation, providing continuous and informed support experience.
Ready to Upgrade?
Implementing these advanced features into your Teneo solution not only enhances the customer experience but also streamlines your operations. It makes your service more efficient and effective. Prepare to transform your customer interactions by integrating Generative AI and smart agent handover into your IVR system.
This blend of advanced technology and thoughtful integration is set to redefine the standards of customer service. It is making every interaction more personal, efficient, and impactful. Join us at Teneo to take your customer service to the next level.