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Nutun Hans Zachar

Nutun’s Hans Zachar on AI in contact centres

Enhancing human interaction with technology

AI in Contact Centres: Enhancing Human Interaction with Technology
Hans Zachar, Chief Technology and Information Officer, Nutun
 

There’s no question that artificial intelligence (AI) is having a moment. While AI has the potential to transform every industry – and in some cases, is already doing so – the contact centre is no different. In fact, Gartner predicts that 80% of customer service departments will be utilising AI to elevate agent productivity and the customer experience (CX) by 2025.

Future-forward contact centres are already working with AI to coach agents to become more empathetic as well as manage multiple interactions efficiently. AI-driven sentiment analysis can provide real-time feedback to agents, helping them adjust their tone and approach based on the customer’s mood and behaviour. This kind of support not only improves the quality of interactions but also allows agents to handle more complex queries with fewer transfers, reducing customer frustration.

Data-led engagement

There’s also the fact that AI has the ability to process and analyse large volumes of data quickly, this means it can identify patterns and trends that human agents may potentially miss. These insights can be used to tailor responses and offer personalised solutions, making each customer interaction more effective. With AI, it’s easier to ensure consistency in customer service by standardising responses and providing agents with the best practices and guidelines to follow during their interactions.

AI technologies such as speech analytics, agent training tools and consolidated CRM platforms are revolutionising contact centre operations. Speech analytics can identify trends and issues in real-time, enabling proactive problem-solving. AI-based training tools offer personalised coaching to agents, ensuring continuous improvement and skill development. Consolidated CRM platforms provide agents with a unified view of customer data, streamlining processes and reducing the need for call transfers. These advancements all lead to more efficient and effective customer service.

The implementation of AI also reduces the time agents spend on administrative tasks. For example, AI can automate post-call summaries and data entry, allowing agents to focus on engaging with customers for better CX. This automation not only improves efficiency but also enhances job satisfaction for agents, as they can dedicate more time to meaningful and complex interactions.

The intelligent assistant

While AI can automate simple, high-volume tasks through chatbots and voice assistants, AI cannot work alone. Rather, AI can act as an intelligent assistant to human agents during calls providing real-time suggestions, retrieving relevant information quickly and guiding agents through complex procedures. This support can be particularly valuable in high-pressure situations, enabling agents to deliver high-quality service consistently. So, while AI can easily handle routine queries (such as appointment bookings or balance inquiries) human agents manage more complex and nuanced inquiries that require a human touch.

Even though AI is a game-changer, integrating it into existing customer journeys and systems is a complex process that requires careful design. What’s needed is a seamless experience where customers do not feel they are being handed off between different systems. This is why AI should only enhance, and not complicate, the customer journey. Contact centre AI requires a well-thought-out strategy that considers the integration of AI with existing CRM platforms, digital channels and customer service protocols. If anything, successful AI integration involves collaboration across various departments, including IT, customer service and compliance. Businesses need to either partner with a BPO who has the technological know-how or have a clear roadmap that outlines the steps for implementation, from selecting the right AI tools to training staff and monitoring performance.

An ethical question

As AI becomes more prevalent in contact centres, there are ethical considerations that need to be addressed. Concerns about data privacy, transparency and consumer perception have never been more important. Ensuring robust data privacy measures, for example, are critical to building (and maintaining) trust. The ethical deployment of AI also involves being mindful of its social impact, particularly in terms of job displacement in different geographies.

An additional consideration is the evolving regulatory landscape for AI in contact centres. In the United States and the United Kingdom, AI regulations in contact centres emphasise privacy, data protection, transparency and accountability. In the US, the GDPR affects companies handling EU data, while the CCPA gives California residents data rights and the FTC mandates clear communication about AI use. In the UK, GDPR and the Data Protection Act 2018 ensure robust data protection, with the ICO providing guidance on responsible AI use and recommending regular audits. Both jurisdictions require consent, transparent AI practices, strong data security and ethical accountability to protect consumer rights and promote fair use of AI in contact centres.

AI is undoubtedly a game-changer but the future of contact centres lies in the harmonious collaboration between AI and human agents. By leveraging the strengths of both, businesses can create a more responsive, efficient and empathetic customer service environment. This balance will not only meet the evolving expectations of customers but also position organisations to thrive in an increasingly digital world. And with the right strategy and partner, AI can be a powerful ally in delivering exceptional customer service and driving business success.

https://nutun.com/

PROVIDING A COMPREHENSIVE PACKAGE

 For the Thune Dam water treatment plant, the Siemens Solution Partner Moreflow (Pty.) Ltd., headquartered in Francistown, Botswana, supplied the automation and electrical equipment and services. The scope of supply included the mediumand low-voltage electrical system as well as drive components and process instrumentation.

 The company also designed and implemented a comprehensive package for plant automation and monitoring. One special aspect of this project was linking remote systems in the villages to the central WinCC system via UHF radio, which offers a cost-effective and low-maintenance connection even in very remote locations.

EVERYTHING IN VIEW FROM A DISTANCE

“This way, the operators in the central control room can view the entire system, including the distributed pump stations and storage tanks,” says Mike Tearnan, Director at Moreflow. “Especially during the Covid-19 pandemic, digital solutions based on reliable remote connections have proven very beneficial, as the automation systems and processes can be monitored and controlled without staff having to be at the site.”

NUMEROUS CUSTOMER BENEFITS WITH TIA

 Aside from offering a broad range of options, the integrated solution also helps ensure a secure supply of spare parts over a plant’s entire lifecycle. Changes are easy to implement, as all Siemens systems are engineered using the Totally Integrated Automation (TIA) Portal. «Seamless configuration of all devices from just one software platform is so simple that we can easily configure projects in 40 percent less time. And if customers have last-minute changes, they can be implemented across all devices in the network with no trouble,» confirms Mike Tearnan.

feedback to the user in terms of where their request ranks. So, what we are doing now is we’re building a voting system where you can get your share added to the list of shares that are up for voting, then customers can vote for the shares they want added. This will create more transparency, rather than something that goes as a file to our team and the team rules over the form but there is no feedback to clients.

 

INTERACTION ON DIFFERENT LEVELS

 Moreover, the seamless integration of all components using the TIA Portal and the Profinet backbone ensures optimum data visibility. Reliable industry-grade components from Siemens are used on all levels to ensure high plant availability.

“Siemens provided digitalisation, flexibility, and customisation in deploying the technology, which was the right fit for the project. Based on close cross-collaboration between all our divisions, several elements from the Siemens portfolio could be successfully integrated. The fact that it was all brought together by our Totally Integrated Automation (TIA) Portal makes it even better,» says Sabine Dall’Omo, CEO of Siemens South Africa.

SO MUCH MORE THAN WATER

 Since starting operation, the plant has continued to provide not only a reliable source of drinking water, but also jobs for the local population. “With this project, we are also helping to develop local skills. Staff of the operating company Water Utilities Corporation received training at the Siemens Sitrain center in Midrand, South Africa, and in Botswana. Now they can utilise these skills to run the plant,” explains Mike Tearnan.

“This deep involvement of the people at the site is a significant factor for successful project implementation.”

MAKING DIGITALIZATION HAPPEN

 With the treatment plant in full operation, Mike Tearnan already has plans to expand the services that Moreflow is able to offer to customers based upon the Siemens digitalisation portfolio: “We look forward to introducing the digital twin concept in future projects. This will allow us to do an upfront design confirmation to better mitigate project challenges, which will translate into significant cost savings and ensure that projects are completed on time. Moreover, we are looking at cloud connectivity to MindSphere, the leading IoT as a service solution from Siemens.”

These plans are well in line with Siemens’ digitalization strategy. “Digitalization provides important tools to network systems and to support novel approaches of data analysis in operation and maintenance. With our comprehensive digitalization and automation solutions, we are steadily increasing the adoption of innovative technologies and effectively addressing our customers› challenges,» explains Ralf Leinen, Senior Vice President of Siemens Digital Industries for Southern and Eastern Africa.

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