As I reflect on the how bots are being communicated in the contact center space, one thing is clear to me. This type of automation and AI is here to supplement our employees and NOT to replace them completely. Bots are increasingly being seen as tools to assist employees rather than outright replacements for several key reasons:
#1 Automation of Repetitive Tasks: Bots excel at automating repetitive, mundane tasks, freeing up employees to focus on higher-value work that requires creativity, critical thinking, and emotional intelligence like empathy. Bots can’t deliver empathy like a well-equipped contact center employee can at the right moment. This will also improve job satisfaction and productivity among your agents.
#2 Augmentation of Human Capabilities: Bots can augment human capabilities by providing access to vast amounts of data and insights in real-time. How many screens does it take to find information for your agents? Will your agents spend more time searching for data or making informed decisions and take actions based on data-driven insights.
#3 Skill Development: Working alongside bots, employees can have opportunities to develop new skills, such as soft skills and problem-solving.
Let’s look at how that comes to life with the Group Elite team and the Verint Cloud Platform. Verint offers an entire team of dedicated bots that have been purpose-built for the contact center. In total, they have over 30, but let’s see my favorites.
Churn Prediction Bots– use this Verint bot to predict the likelihood of churn. Using historical and real-time data, this bot goes beyond what the human can see and provides insights into the patterns driving church. There are plenty of reasons why agents leave, but the patterns vary.
Compliance Scoring Bots – compliance is always top-of-mind in the contact center and this bot goes beyond random coaching and QA. Use this bot to score 100% of interactions and coach the agents that fall short on your compliance targets.
Wrap Up Bots – now your agents aren't feverishly taking notes during a call. The Wrap Up Bot automates the summarization of the call and presents it to the agent using leading Gen AI technology.
Upsell Prediction Bots – knowing what to upsell and when is also more than just showing a new product/service to an agent and sending them on their way. Using advanced Gen-AI features, this bot puts the right offer at the right time to the right agent, predicting its accuracy based on other upsell offers and real-time data.
Overall, while bots may automate certain tasks, their primary function is to augment and support human employees rather than replace them entirely. Working alongside the team from Group Elite, our team of bot experts can help you deploy automation, augmentation, and skill development as you deploy on the Verint Cloud Platform.
