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Let AI Do the Talking, Transformative Customer Contact Centres
June 1, 2020 Blog


“I’m sorry, I don’t understand. Can you try and explain that again?”

For many customers, this familiar line depicts the frustration of a clumsy conversation with a chatbot.

As businesses implement social distancing and remote working measures, digital interactions have spiked between businesses and consumers. Customers, hence, need enhanced support to navigate these changes effectively. Yet, many organisations are using dated bot technology, causing customers to suffer from conversation loops with chatbots, which eventually leads to overloading live agents.



Customer loyalty depends strongly on excellent customer experience, particularly during crises, when customer interactions with a company can significantly impact their sense of trust.

How are you meeting enhanced support needs of your customers? How are you enabling a positive customer experience?

AI can help! By leveraging Conversational AI for a smarter digital strategy, contact centres can free up live agents for higher-value tasks and handle spikes in demand more effectively for a superior customer service experience.

So how does Conversational AI do so?

Nishit Gupta, Partner, DS & iX Leader ASEAN, says “Creating a Conversational AI system for your contact centre involves providing ‘augmented intelligence’ to aid your agents to provide a personalised experience to your customers. It helps proactively understand the concern of your customer, demonstrate empathy, ask the right question the first time and help fix issues immediately. By analysing the sentiment and tone of the customer, it helps the agent craft an appropriate response.”

By connecting insights to action, Conversational AI positively impacts:

  • What you understand about customers
  • How you interact with customers
  • Answering customer queries
  • How you guide employees to help customers

This can help in reducing response times, case prioritisation, omni-channel support and cognitive case routing. For example, software firm Autodesk used IBM Watson Assistant service to build a virtual agent, reducing average resolution time from one-and-a-half days to five minutes – resulting in 99% faster customer response times.

So, where does one begin?

A key first step in innovating your contact centre is to identify the goals you want to achieve – aligning your goals to your business strategy allows you to ensure your AI use cases are delivering business results you can track and measure. AI extracts valuable insights from diverse sources of data to help you predict business outcomes and plan your next course of action in a faster, more intelligent way.



One of the biggest challenges of innovating a contact centre is mapping the full extent of the transformation. IBM has created a contact centre maturity curve to map out how you should infuse intelligent automated conversation into your company’s contact centre strategy. It is a great way to benchmark where you are in your journey and how you should think about adopting Conversational AI.

To find out more about the contact centre maturity curve, the impact of Conversational AI on your contact centre and how IBM Watson AI is revolutionising businesses, click here.