Navigate the potential of AI & Automation with Exponential-e
Navigate the potential of AI & Automation with Exponential-e
The world of artificial intelligence is developing with breakneck speed, and when paired with knowledge management, the potential for automation in the contact centre is enormous, offering numerous opportunities to optimise efficiency, reduce costs, and deepen managers’ understanding of the customer journey.
The developments in industry, such as generative AI, can be game-changing, but they are not without risk when incorrectly implemented, with ill-considered automation all too frequently having a negative impact on the customer experience. It is therefore imperative to ensure you have a technology partner that can help you navigate this complex landscape and offer an effective approach to AI risk management.
Exponential-e takes a deeply consultative approach to AI projects, working closely with organisations to design and deliver bespoke solutions that are tailored to your brand values and your organisation’s unique circumstances.
Unleashing the true potential
of AI in the contact centre
Exponential-e’s Adam East, UC and CX sales specialist, considers the ongoing drive for the highest level of efficiency in the contact centre,
and the role AI and automation has to play. Considering the potential benefits AI offers, Adam offers a new vision of the contact centre,
where technology empowers agents to deliver their best, keeping the customer at the centre of everything.
AI is transforming
contact centre operations
Call Centre AI chatbots can instantly and accurately answer customer questions, and help them navigate websites.
AI automation of processes puts complete workflows just a click away, optimising routine operations.
Natural language processing
and sentiment analysis enables less stressful, more productive conversations.
Secure integration with existing systems and knowledge management platforms enables the full centralisation of all customer data, ensuring it is always accessible to agents.
Accelerating your AI journey
We do not believe a one-size-fits all approach is suitable for any AI project - especially in the contact centre. Organisations and their customers are simply too diverse for that to unleash the full potential of this transformative technology. Before recommending any sort of AI or automation initiative we conduct a deep analysis of your customer journey and identify which areas are suitably for automation. This includes the development of robust business cases, if required.
Contact us today to discuss your own AI journey, and ensure automation delivers all the potential benefits across your customer journey.
Discover how our contact centre specialists will identify the key areas where AI can deliver instant cost savings and process improvements, allowing you to access these benefits as quickly as possible.
Rolling 3 month average. Industry average: 17
Our commitment to delivering excellence
At Exponential-e, exceptional customer service is part of our DNA and has been since our company’s inception. That’s why we were the first company to display our industry-leading NPS score live on our website. We combine this with more than twenty years of technical innovation.
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| ISO50001: Energy Management | BS10012: Data Protection | CSA Star Cloud Security |
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Secure by design
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Socially responsible
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FAQs
Various tasks can be automated in a call centre to improve efficiency and customer service. These include handling basic queries with AI-driven systems, automating repetitive tasks like scheduling and data entry, and integrating systems to streamline operations and enhance agents’ productivity and wellbeing.
AI can help ensure all available self-service options deliver successful resolutions by providing personalised and accurate responses, offering 24/7 availability, improving efficiency through automation, and offering enhanced conversational experiences, while simultaneously freeing agents to focus on tasks that require their personal intervention.
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