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Why More and More People are Embracing Automated Assistants in Contact Centers

Author: Marli Tucker

Are your customers tired of waiting too long on hold just to speak to a customer service representative? Looking for ways to enhance your agents' performance and job satisfaction? 

Do you ever wish there was a way to get instant help for your customers and support for your employees, 24/7? Well, you're not alone.

As the world’s leading enterprise AI company providing conversational and generative AI platforms and solutions, we at Kore.ai have conducted new customer, agent, and employee experience research on these same questions. Our findings reveal that contact center agents nationwide are effectively handling more calls (think 70% call containment rates in just 30 days) with the help of intelligent virtual assistants. Not only does this technology lead to a reduction in employee churn, but it also results in shorter wait times for customers. 

By leveraging advanced AI-powered technologies, contact centers can see enhancements in overall performance, boosts to productivity, and ultimately increased job satisfaction among agents. Our research also alleviates any worries regarding the negative effects of AI on the workforce, including concerns related to generative AI and large language models.

See the full Kore.ai Contact Center Agent (AX) Benchmark Report and its findings

Contrary to popular belief, contact center agents don’t view AI as a threat to their positions. Instead, our extensive study indicated that these representatives considered Intelligent Virtual Assistants (IVAs) to be just as crucial as receiving a competitive salary and working in a positive environment. These findings highlight the significant role that IVAs play in enhancing the efficiency and effectiveness of the contact center workforce. 

Rather than displacing representatives, IVAs serve as valuable tools that augment agents’ capabilities and enable them to provide exceptional customer service while also reducing their workload. 

A remarkable 84% of the respondents agreed that they could greatly benefit from "tools that wrap up a customer call accurately and automatically." 

These results not only show the positive influence of AI in helping agents but also reveal strong support and eagerness to collaborate with these tools to enhance their abilities.

With IVAs by their side, contact center agents can confidently navigate complex queries, access real-time data, and deliver personalized assistance to customers seamlessly. By embracing this symbiotic relationship, organizations can create an optimal work environment where both employees and AI-driven solutions work together to increase contact center metrics.

Kore.ai and its research partner surveyed customer service representatives who work remotely or onsite for a contact center (Center Agent Experience Benchmark Reports, 2023).

Key Findings from the Kore.ai Contact Center Agent Experience (AX) Benchmark Report

Agents Voice Concern: 59% of contact center agents report they don't get the modern intelligent virtual assistant tools they want.

Right Tech - A Priority for Agents: 88% put top importance on having tools and technology that help reduce customer frustration rivals a competitive salary and an environment where the agent is respected.

Embrace IVAs: 78% of all agents see IVAs as a means to fine-tune their customer interactions by delivering more accuracy.

IVAs Pave the Way: 77% of all agents believe IVAs are good for the customer and agent alike and 77% are comfortable using these tools.

Advocacy for Customer-Centric Tools: 88% of agents agreed that it's important to have "tools and technology that help reduce customer frustration."

Agents Demand More: 85% of contact center agents agreed that they want a tool that "always provides me with the most up-to-date and full history of a customer."

"This survey demonstrates the growing acceptance and positive impact of automated assistants driven by advances in AI technology," noted Kore.ai CEO and Founder Raj Koneru. "We are confident that this research will serve as a valuable resource for organizations looking to enhance service and support interactions through the integration of AI-powered automation. By leveraging omnichannel IVAs, organizations can deliver superior experiences while empowering agents to excel in their roles."

The growing acceptance of automated assistants for contact centers is a game-changer for both agents and ultimately, customers. With faster response times, 24/7 availability, improved accuracy, and consistency, intelligent virtual assistants are revolutionizing the customer service experience. 

Ready to rethink your agent support strategy?

Download the 2023 Kore.ai Contact Center Agent Experience (AX) Benchmark Report to gain valuable insights into the expectations and priorities of your contact center agents.

Read the Kore.ai AX Benchmark Report


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