Talkdesk Goes All in on AI Agents, Promises Autonomous, Hyper-Personalized CX

From Passive Algorithms to Active Agents: The Rise of Agentic AI

That involves rearchitecting their initial solutions to ensure the best possible performance. In that frenzy, contact center vendors pumped out many GenAI-fuelled features to seize the initial media attention and convince customers that it’s finally time to embrace AI. Such metrics include customer sentiment, call reasons, automation maturity, and more. That’s why evaluagent has launched a GenAI-powered solution that analyzes a customer’s contact center conversation before predicting what score they would have left if asked the NPS survey.

Copilots & Virtual Assistants: Emerging Use Cases, Trends, & Strategies – CX Today

Copilots & Virtual Assistants: Emerging Use Cases, Trends, & Strategies.

Posted: Thu, 23 Jan 2025 14:44:59 GMT [source]

Also, they may help to tag the intent and automate a post-contact follow-up to shave more seconds off every customer interaction. In doing so, the tech is not only helping sales, service, and marketing teams generate insights, but it’s also helping them turn that insight into action. Knowing when to use agentic AI versus a process-driven approach is a key best practice. Tasks with dynamic decision-making, like proactive customer retention calls, thrive with agentic AI, while structured processes like password resets are best handled with traditional automation. Previous bot generations, relying on NLU-driven, deterministic approaches, struggled to anticipate customer context or sentiment, often leading to generic, poorly-timed calls that frustrate customers.

Scaling Global Support

After years of call and contact monitoring and CSAT/sentiment analysis, experienced team leaders and quality analysts understand what an excellent customer conversation looks like. Gartner rates contact center virtual assistant and contact center chatbots as use cases that provide good value while being feasible to implement for contact center AI. The company rates contact center sentiment analysis, a growth area for contact center AI, as quite feasible but perhaps carrying low value. By analyzing successful customer conversation transcripts – across a particular intent – some GenAI applications can decipher how to best answer that query. A GenAI-powered virtual assistant can understand customer intent and – typically across digital channels – suggest a reply by scouring relevant knowledge and data sources. Finally, adding voice AI solutions to your contact center shouldn’t be a set-and-forget process.

At its stand at GITEX 2024, Avaya did an excellent job of highlighting the power of an ecosystem. What I found particularly interesting was the breadth of different AI use cases that spanned all communication channels. The analytics is done using Microsoft PowerBI with Co-Pilot while the customer can choose the avatar solution of their choice. We use orchestration APIs to unify and analyze data across the business ecosystem, giving contact center managers the information to perform complex workforce orchestration. Moreover, the vendor argues that the new agentic AI platform will substantially improve contact center efficiency, leading to “unprecedented levels” of “autonomous, hyper-personalized” CX.

The Creation Of More Robust Knowledge Centers

According to Gartner, 61 percent of customer service leaders expect headcount reductions of only five percent or less due to GenAI. New-wave CCaaS vendors can now offer capabilities out-of-the-box and at a lower price point than many stalwarts, which previously spent hundreds of hours engineering similar tools. To a large extent, large language models (LLMs) have made all of that hard work obsolete.

When this happens, it may flag the knowledge base gap to the contact center management, which can then assess the contact reason and create a new knowledge article. Generative AI unlocks several chances to turn insight into action – including insights that conversational intelligence tools uncover. Nevertheless, transferring that knowledge into specific, measurable, and fair quality assurance (QA) scorecard criteria is easier said than done, not to mention time-consuming. That makes it easier for future agents – handling follow-ups – to get to grips with what happened on the previous call.

However, conversational IVR technology is just one potential use case for voice AI. You can also unlock a range of benefits by creating your own virtual agents, which offload simple and repetitive tasks from your human agents, and deliver them to bots instead. Since generative AI tools share many of the same features as conversational AI solutions, they can also address many of the same use cases.

• Bots used to address customer service requests should use straightforward language that’s easy for your customers to understand, as well as straight-forward menus.
• The vision is to move from a human-centric model to a hybrid human-bot model, which involves having “human-tending bots” that can assist and oversee multiple human agents.
• Security and compliance are critical in the contact center, and AI gives business leaders the guidance they need to protect their teams, customers, and data.
• Yet, Five9 must inspire the regional partners – beyond the channel – to embrace Genius AI.
• The infusion of generative AI into the contact center will provide a step function in the ability for brands to manage and improve customer interactions.

T-Mobile has reportedly set an internal goal to reduce its customer service calls by 75 percent with IntentCX. In terms of WEM, GenAI has made use cases – such as auto-QA and sentiment analysis – a standard feature within leading CCaaS platforms. Of those surveyed, 88 percent admitted to having “major concerns” about AI, while 64 percent stated that they would prefer companies to not use AI for customer service. As a result, agents receive the cases best-suited to their skill set, customers engage with experts on their specific issue, and contact centers raise their first contact resolution (FCR) rates. The offering also allows service teams to reconfigure the default prompt that comes with various GenAI use cases. Yet, some catch the eye more than others in terms of how they encapsulate each vendor’s vision for the customer experiences of tomorrow and/or address common contact center pain points.

In its ability to address this ‘data challenge,’ AI is the most transformative technology in contact centers, perhaps ever. Contact center virtual assistants can evaluate requests for schedule changes by reviewing workforce management data and demand trends, helping supervisors make better approval decisions. Contact center virtual assistants can be valuable coaches and guides for team members, gathering extensive live data and using it to provide real-time training to every employee. While virtual agents may automate many contacts without a human-in-the-loop, human agents are those who handle the complex, emotionally charged queries that make or break customer loyalty.

Flow Modelling by Cresta offers such a solution, determining this path based on its impact on various customer experience and business outcomes. The weblinks and contact center knowledge sources that the conversational AI platform integrates with inform the response – helping to automate more customer queries. As a result, the GenAI application has something to work from – as do live agents during voice interactions –enhancing the contact center’s knowledge management strategy.

GenAI in Sales

Plus, since generative AI creates unique “original” content, it’s subject to AI hallucinations, which means not all of the answers it gives will be correct. Generative AI is a form of artificial intelligence that can generate new, original content, such as text and images, based on basic prompts. It uses deep learning and neural networks to produce highly creative answers to queries and requests. However, the second wave of contact center platforms did little to inspire enterprises to take them on. Managers need to be guided on how to leverage these features, helping them understand and activate the value. Similarly, CRM vendors shouldn’t attempt to handle global voice networks, which would significantly impact their licensing margins.

Intelligent tools are incredibly effective at detecting sentiment in a person’s voice, or the words they use in a conversation. Sentiment analysis apps can offer real-time insights into a person’s mood, helping you to determine which factors positively or negatively affect both customer experience and employee engagement. AI analytical tools built into contact center environments can analyze conversations, providing insights into average handling times, queue times, and changing customer sentiment. This can help business leaders identify coaching opportunities and develop training resources specific to each team member’s needs.

In doing so, the CCaaS solution lives up to its billing as a “Copilot-first” solution. However, it’s planting a stake firmly in the ground by making its CCaaS platform a recipient of two of its first ten AI Agents for enterprises. As such, escalation paths to a live agent – who receives a summary of the conversation so far – remain necessary. From there, run extensive tests on those models and prompts in a sandbox environment, with tools to benchmark the results. In a rush, agents would often miss key details and select the wrong disposition code.

Meanwhile, identity verification has likely surged to the top of the agenda as businesses recognize new security threats, such as generative AI (GenAI)- powered deepfakes. Our sister community, Reworked, gathers the world’s leading employee experience and digital workplace professionals. And our newest community, VKTR, is home for AI practitioners and forward thinking leaders focused on the business of enterprise AI. With accurate correlations to reliable NPS results, the feature generates a score across 100 percent of contact center conversations. Finally, the solution stands out for its acknowledgment that it’s often impossible to build a “single pane of glass view” of the customer. Instead of building “tight integrations”, Genesys is creating co-innovation teams with CRM leaders to act as a single entity.

• In doing so, the bots can shave 45 seconds from every customer interaction, boosting customer, agent, and business outcomes.
• AI has transformed call centers into hubs of personalized, efficient customer interactions.
• Of course, the pre-configured prompt may generate good results for simple use cases, like summarizations.
• Global businesses are pumping funds into generative AI (GenAI) use cases for customer service.

Historically, contact centers review only one or two percent of calls, which is not a statistically valid sample. By iterating and refining in this “sandbox,” the contact center can perfect its solutions before rolling them out directly to customers. That dual benefit of improving agent efficiency and gaining business insights is where AI shines. For example, by analyzing unstructured contact center data with generative AI, companies can optimize FAQs, update product manuals, or even refine product labels to reduce customer confusion. For example, consider a customer who has endured ongoing service issues with their internet provider.