AI is not a replacement for the human agent, it’s a companion to them. And alongside the human agent, it helps the organisation
a customer – hopefully information that already exists on the system from when they previously called in – to try and predict what they want, to try and help them in a simple way that’s personalised to the customer. “For instance, the customer can engage with the chatbot in their own language, it understands it, and can then come back to them in a natural language conversation. Normally chatbots are quite sequential and there’s lots of questions. The way the Zoom Virtual Agent does it, it’s like a normal conversation that I would have with a human agent, so you have those multiple parts of information that you have in a natural conversation.” But while many customer journeys start in the digital space with a chatbot, sometimes the chatbot can’t facilitate all of what a customer needs. AI can help here too. “With AI you’re able to take all that information and engagement that the customer has just had with the chatbot and transfer it to a human agent, so the agent knows the context and the customer doesn’t have to repeat themselves,” says Ben. “The AI will then continue to help the agent through that engagement through Zoom Expert Assist. A lot of an agent’s time on any call is spent trying to find information. The AI can find relevant information and serve that to the human agent they can be more contextual and helpful during the engagement itself – information the agent previously had to find themselves while on the call. “We try to predict what the customer is trying to do and hopefully automate a lot of it. But for what we can’t automate, we look to
help the agent and support that engagement so they can deliver the information in a very human, natural way.” AI can also help agents once a call has ended. “The AI helps the agent complete the post-call summarisation,” says Ben. “This means the agent doesn’t have to write up all their notes, which typically might take six or seven minutes. AI can cut that down to about 45 seconds. This means they can go onto the next call faster. This can help to bring down waiting times for customers, thus providing another bonus for customers and organisations. “AI is not a replacement for the human agent, it’s a companion to them. And alongside the human agent, it helps the organisation to provide a brilliant service.” Making waves This AI-first approach is part of how Zoom is looking to disrupt the contact centre market. “Zoom does a great job of looking into industries where maybe innovation has been slow for a while because it’s dominated by a few big players and providing a fresh approach,” says Ben. “We’re doing that at speed, and we’re making big waves with customers in the market “From a standing start of zero customers in about two and a half years, we’ve got 1,300 customers globally that are using the contact centre solution. And some of those are mission critical services being delivered either by our Zoom Virtual Agent or the Zoom Contact Centre or a combination.” Zoom’s solutions are aimed at businesses of all sizes, Ben adds. “Our solution is enterprise
to provide a brilliant service.
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