Episode 8 · 17 Nov 2023
Balancing efficiency and customer experience: AI in contact centers.
Balancing efficiency and customer experience: AI in contact centers
PolyAI’s Senior Vice President of Marketing, Michelle Schroeder, and CEO and Co-founder, Nikola Mrkšić, talk about the crux of boosting both operational efficiency and customer experience. The hosts examine how the pitfalls of traditional interactive voice response (IVR) systems have shaped customer perceptions, and how a blend of AI and human interaction can improve the overall contact center experience.
Older IVR systems efficiently handle call volumes but often frustrate customers with complex menus and poor experiences, resulting in low satisfaction scores.
Companies are increasingly valuing customer experience metrics like Net Promoter Score (NPS) for their direct correlation with revenue and customer retention, leading to more comprehensive KPI strategies.
Modern voice assistants and conversational AI technologies are designed to improve both operational efficiency and customer interactions, offering a more seamless and engaging experience compared to older systems.
About the show
Hosted by Nikola Mrkšić, Co-founder and CEO of PolyAI, the Deep Learning with PolyAI podcast is the window into AI for CX leaders. We cut through hype in customer experience, support, and contact center AI — helping decision-makers understand what really matters.
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