Many companies aim to improve customer satisfaction and, in turn, their NPS and CSAT scores. A major contributor to customer dissatisfaction is inefficient or slow service, often due to agents spending a large portion of their time searching Through Generative AI for information and summarizing interactions.
Generative AI is a valuable tool for enhancing agent efficiency by assisting with real-time information retrieval and content generation. A few ways accurate cleaned numbers list from frist database it impacts customer satisfaction are:
Quick access to information:
- Generative AI can provide agents with summaries of previous interactions, product and service information, and knowledge base articles, which can save valuable time.
- Automates after call work: Summarizing conversations, drafting follow-up messages and accurately categorizing interaction reasons become faster with generative AI. This allows agents to focus on engaging the customer rather than on administrative work.
- Reduced transfers and escalations: By automatically empowering agents with contextual information at their fingertips, generative AI the essence of the private enables agents to handle a wider array of interaction types with confidence. This can increase FCR rates and reduce the need to transfer interactions to more tenured agents or other departments.
By harnessing multiple AI approaches to address common business challenges and improve important KPIs, we see a reduction in the time Through Generative AI agents spend on administrative tasks. This can allow them to increase their focus on delivering a personalized and efficient experience. A positive customer experience not only drives satisfaction but also whatsapp number increases brand loyalty and repeat business.
AI Benefits by the Numbers
In practice, AI applications have shown measurable improvements across different KPIs. Here are a few compelling statistics that illustrate the impact of aligning AI with specific business goals:
Operational efficiency and customer satisfaction: Virgin Atlantic uses Genesys Cloud AI as a key differentiator in its CX strategy. The company has reported a 15% handle-time reduction from leveraging AI-powered routing and a 29% increase in queries resolved without an advisor after introducing conversational AI-powered voicebots Through Generative AI and chatbots. In addition to these operational efficiency improvements, it has seen a 25-point improvement in customer satisfaction.
Revenue growth: IONOS, a global web hosting and cloud computing provider, has leveraged the machine learning capabilities within the Genesys Cloud™ platform to predict the best time to engage with customers. Increasing chat acceptance rates by engaging with prospects at the right time has led an increase in revenue for IONOS. Following a 10-point increase in chat acceptance rate, they’ve seen a 68% increase in sales conversion rates, which has led to a 29% increase in revenue per customer visit.
The Value of AI Is in the End Goal
Using AI strategically isn’t about applying the latest technology just because it’s popular; it’s about starting with the end goal. Ask yourself: What KPI is most important? From there, AI is an indispensable, increasingly flexible tool at your disposal to achieve your business objectives more rapidly.
It will often require multiple AI techniques in a given solution but rest assured that these techniques are becoming standard solutions and are safely and ethically built into the platform.
Conversational AI, machine learning and generative AI can each drive meaningful improvement but only when applied in service of clearly defined business goals. When you define the business metrics that matter, AI’s role becomes a natural extension of your strategy and solution. By focusing on your KPIs and aligning AI to these practical opportunities, the path to value is clear.
Ready to transform your CX with AI? Read “How to build a business case for AI” for guidance on where to focus your AI efforts to achieve results and set you on the path to transformation.
