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Celebrate the Success Stories of Knowledge Management - 2022 KMWorld Awards

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

6. Synergize With Context and Insight

Used right, the whole is greater than the sum of its parts. AI-savvy companies use the synergy of AI and related technologies such as context aggregation and analytics-based insight to figure out the “who, what, when, and how” of customer engagement. Here’s a digital insurance business example:

Who: Analysis of past purchases by demographic groups shows that high-income professionals tend to buy home, auto, and life insurance from the same carrier. So a diversified insurer decides to target this segment to maximize wallet share with them.

What: Sell the complete insurance portfolio.

When: If the authenticated user has visited certain web pages more than once, and has been on the website in the current session for more than the predetermined time.

How: Use AI to conduct a best-practice sales conversation with the customer, guided step-by-step, probably with a focus on convenience rather than price.

Final Word

As you launch CX transformation initiatives with knowledge and AI, partnering with the right solution provider is critical to success. Check out the vendor’s experience and client proof-points in terms of scale, cost, business value, and speed to value. You don’t want to wind up with a useless toy, or big-iron AI system that barely answers some basic customer questions after setting you back by millions of dollars in technology, implementation, and maintenance costs! When AI is done right, the end result is nothing short of transformational.

eGain AI Transforms

A telco giant has sped up agent time to competency by 100%, First-Contact Resolution by 37%, and net promoter score (NPS) by 20%, while reducing advisor training time by 43% across its 10,000 contact center agents and 550 retail stores.

A leading global bank reduced call handle time by 67% and agent training time by 50%, while its subsidiary vaulted to the #1 position in customer experience in its market.

A global media and legal services company deflected up to 70% of its calls, while making go/no-go decisions on high-profile litigation services projects.

A leading North American telco reduced average handle time by 17% and incoming calls by 19%.

A leading European telco reduced unwarranted handset returns and exchanges by 38% through better problem resolution in the contact center and website, while enhancing agent experience by 90%. 

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