November 2022
In the contact center industry, Artificial Intelligence (AI) is the application of computer science and intelligent technologies to enhance customer experience. In fact, chances are that AI is already employed in your customer journey whether you know it or not. The swift evolution, broad application, and benefits of AI mean that adoption rates are set to increase significantly as AI transforms the customer experience.
Advancements in AI and its combination with other technologies, such as machine learning and natural language processing, are taking both the customer and agent experience to another level. By automating specific customer interactions, AI improves the customer experience and helps generate brand loyalty. By automating processes, AI can support agents by providing efficiencies while gaining valuable insights. Here, we take a look at some of the most exciting advancements in AI for contact centers.
A common misconception is that AI will somehow negate the need for a human element and ultimately replace contact center agents altogether – counterintuitive when you consider a successful BPO business model relies heavily on people. The reality, of course, is far different. There will always be complex issues that AI can’t handle. AI isn’t a substitute for humans but allows agents to work more productively, taking over more straightforward tasks while allowing them to have more meaningful interactions with customers.
KM² Solutions is already providing its customers with cutting-edge AI technologies and view them as a crucial asset to improve the quality of service and, by driving better performance, reduce operating costs. These intuitive and accurate AI solutions are fast becoming the industry standard and are necessary for delivering experiences that meet the modern customer’s demands. By incorporating AI into your CX strategy now, you will be better preparing your business for the future.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
