How QContact is leveraging the power of AI for contact centre’s

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Are you struggling to maintain consistent, engaging, and efficient communication with your customers? If the answer is yes, then look no further! Learn how QContact is leveraging the power of AI for contact centre’s.

Last week we announced the launch of CAI – communications AI by QContact, a suite of game changing AI tools designed to revolutionise your customer communication experience. 

In this blog post, we’ll explore how CAI is set to transform the way businesses interact with customers, and how you can harness its power for exceptional results, so stay tuned to learn how these AI-driven tools can enhance your customer engagement, satisfaction, and loyalty! 

Using AI to quickly build a powerful knowledge base. 

Knowledge bases are centralised libraries of information that contain relevant information about a business’s products or services. They provide a structured way of organising & storing data, making it easy to access, search, and updated.  

Knowledge bases are crucial for businesses for a variety of reasons. They can streamline customer support, improve employee productivity, and enhance overall customer satisfaction. By providing a comprehensive source of information, knowledge bases help to: 

ai for contact centre's

Effortlessly build up your knowledge base. 

With QContact’s AI knowledge builder, we can analyse company brochures and website material, to automatically generate suggested questions and answers for you. Saving you hours or even days of work building a complete knowledge base. 

Let’s take a look at how QContact’s knowledge builder can benefit your contact centre:  

  1. Reduce support costs: By enabling customers to find answers on their own, knowledge bases can lower the volume of support tickets, saving businesses time and money. 
  1. Improve efficiency: Employees can quickly access relevant information, making it easier for them to do their jobs and avoid duplicating efforts. 
  1. Enhance customer experience: By making information easily accessible, knowledge bases help customers find solutions faster, resulting in a more positive experience overall. 

A recent Microsoft study reported that “90% of consumers now expect brands and organisations to have an online self-service portal for customer support. 

Microsoft

Let’s take a look at how QContact’s knowledge builder benefits your customers:  

  1. Faster solutions: Customers can quickly find answers to their questions without needing to contact support, reducing wait times and frustration. 
  1. 24/7 availability: Knowledge bases are accessible around the clock, providing customers with a reliable source of information whenever they need it. 
  1. Empowers customers:  Knowledge bases empower customers to find the information themselves without having to rely on customer service.  

By leveraging AI, businesses can create and maintain knowledge bases more efficiently, ensuring their customers have access to accurate and up-to-date information. 

Enhancing Contact Centre Performance with AI-Powered Conversation Analysis. 

Conversation analysis in contact centres refers to the examination of interactions between customer service representatives and customers. This evaluation process helps companies identify patterns, trends, and areas of improvement to provide better customer experiences. 

ai for contact centre's

Gain a deeper level of understanding. 

With QContact’s conversation analysis, we can provide you summaries of each conversation without your staff having to spend time reviewing transcripts or listening to records. We can also track key indicators such as compliance, customer response, and even if the correct process is being followed. 

Let’s look at how QContact’s sentiment analysis can benefit contact centres:  

  1. Automated Analysis: CAI can analyse vast amounts of data, including text, voice, and other channels, to determine customer sentiment quickly and accurately. 
  1. Real-time Feedback: CAI can automatically flag negative conversations to the relevant team leader or department, and proactively resolve any issues before they become a problem. 
  1. Pattern Detection: CAI algorithms can identify patterns and trends in customer sentiments, enabling businesses to uncover insights that may have otherwise gone unnoticed. 

And if that wasn’t enough to convince you of the crucial role it plays, a recent report by Opus Research found that ‘businesses that use conversational analytics see a 10-15% increase in customer satisfaction’.  

Opus Research

A survey by CallMiner found that ‘68% of contact centre leaders believe that conversational analytics can improve the customer experience’.

CallMiner

Let’s look at how QContact sentiment analysis benefits your customers:  

  1. Personalised experience: Enhanced understanding of customer needs leads to tailored solutions, resulting in happier and more satisfied customers. 
  1. Faster resolutions: With AI’s real-time feedback and support, customer service representatives can address issues more efficiently, reducing waiting times. 
  1. Consistent service quality: AI-driven training and performance monitoring ensure that customers receive a high level of service during every interaction. 

With conversation analysis, you can gain a deeper understanding of what’s happening across the business, so you can act on any issues as soon as they arise whilst also giving you peace of mind you have full visibility.  

Improving Customer Experience with AI Sentiment Analysis. 

Sentiment analysis is the process of determining the emotions, opinions, and attitudes expressed by customers during their interactions with contact centre agents. By analysing this information, business can make informed decisions, improve their customer support, and enhance overall customer satisfaction. 

Sentiment analysis helps businesses protect brand reputation whilst giving them a competitive edge.  

ai for contact centre's

Monitor how your customers feel in real-time. 

With QContact’s sentiment analysis, we can automatically review your conversation – whether call, live-chat, e-mail, social media, or even WhatsApp messages then categorise the conversation based on the customer’s sentiment. 

Let’s look at how QContact’s sentiment analysis can benefit contact centres:  

  1. Automated Analysis: CAI can analyse vast amounts of data, including text, voice, and other channels, to quickly and accurately determine customer sentiment. 
  1. Real-time Feedback: CAI can  automatically flag negative conversations to the relevant team leader or department, and proactively resolve any issues before they become a problem. 
  1. Pattern Detection: CAI algorithms can identify patterns and trends in customer sentiments, enabling businesses to uncover insights that may have otherwise gone unnoticed. 

A study by Aberdeen Group found that ‘companies using sentiment analysis in their contact centres have a 23.4% greater annual increase in customer satisfaction rates than those that do not’. 

Aberdeen Group

Customers stand to benefit greatly from AI-powered sentiment analysis, as it can lead to: 

  1. Improved Customer Service: By understanding customer emotions, agents can provide better, more empathetic support. 
  1. Faster Resolution: AI can help agents identify the root cause of customer issues, enabling faster resolutions and reducing frustration. 
  1. Proactive Support: By identifying trends in customer sentiment, businesses can proactively address concerns before they escalate. 

Sentiment analysis is a valuable tool for contact centres to enhance their customer support, monitor performance, and maintain a positive brand reputation & AI can play a crucial role in improving this by automating data analysis, providing real-time feedback, and detecting patterns in customer sentiments.  

Improving agent productivity with Autoreplies. 

Auto replies can play a crucial role in enhancing contact centre efficiency and customer satisfaction. They help agents work more efficiently whilst working high volumes of inquiries, ensuring customers receive prompt responses even during peak times.  

This not only keeps customers engaged but also allows support agents to focus on more complex issues that require human expertise. 

ai for contact centre's

Improve agent productivity with autoreply. 

With QContact’s auto response feature, using the latest in state-of-the-art AI technology, we can automatically cross-reference knowledge base articles, customer information, recent tickets, e-commerce orders, and more to generate automatic, relevant, and personalised responses to your customer queries. 

Let’s look at how QContact’s AI-powered auto replies can benefit contact centres:  

  1. Efficiency and Productivity: CAI driven replies can save agents time by providing them with accurate and relevant responses based on CRM data. This allows agents to focus on more complex issues or tasks that require human expertise, ultimately boosting their productivity. 
  1. Consistent Quality: CAI-driven auto replies can maintain a consistent level of quality and accuracy in responses, ensuring customers receive the right information every time. This consistency can improve brand reputation and enhance the overall customer experience. 
  1. Continuous Improvement: CAI-driven auto replies can learn from past interactions and CRM data, continuously improving their responses over time. This ongoing optimisation can ensure that auto replies remain relevant and effective as customer needs and business objectives evolve. 

In a study by Salesforce, companies that use AI in their customer service operations saw a 25% increase in agent productivity and a 26% increase in customer satisfaction rates. 

Salesforce

Even better, you can see how customers can benefit from QContact’s AI-powered auto replies: 

  1. Faster Response Times: CAI can quickly analyse CRM data and generate auto replies, reducing response times and ensuring customers receive prompt assistance. This can lead to higher customer satisfaction and a more positive perception of the brand. 
  1. Personalised Responses: CAI can use CRM data to understand the customer’s history, preferences, and past interactions, enabling the auto replies to be tailored to each individual. This creates a more personalised and engaging experience for the customer, which can lead to increased satisfaction and loyalty. 
  1. Consistent Quality: CAI-driven auto replies can maintain a consistent level of quality and accuracy in responses, ensuring customers receive the right information every time. This consistency can improve brand reputation and enhance the overall customer experience. 

The integration of AI-driven auto replies with CRM data can lead to a more personalised, efficient, and consistent customer experience.  

By providing agents with relevant and accurate responses, businesses can improve both agent productivity and customer satisfaction, leading to a stronger brand reputation and a more loyal customer base. 

Using AI to speak your customers language. 

Language translation refers to the process of converting one language into another to facilitate effective communication between customer support representatives and clients who speak different languages.  

As our world becomes increasingly globalised, the ability to communicate effectively with customers in their preferred language is paramount for any business that strives to provide top-notch customer service.  

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Speak your customer’s language. 

With QContact’s translation feature, we can automatically detect the language your customer is speaking and instantly translate messages back and forth between your users and your customers in the customer’s native language. 

With support for over 100 different languages, QContact can help your business effectively communicate with non-native speakers, with new international markets, or reduce the need to have native speakers for each of the official languages. 

Let’s look at how QContact’s AI language translation tools are benefitting contact centres:  

  1. Enhanced customer satisfaction: When customers can communicate their needs and concerns in their native language, they feel more at ease and understood, leading to increased satisfaction. 
  1. Improved problem resolution: Clear communication allows support agents to better understand the customer’s issue, leading to faster and more accurate resolutions. 
  1. Growth in other countries: By accommodating multiple languages, businesses can cater to a more diverse customer base, fostering growth and expansion. 

In a study by Lionbridge, they found that businesses who use AI-powered language translation in their customer service operations saw a 30% increase in agent productivity and a 40% reduction in customer wait times.

Lionbridge

And if you need more proof, a recent report by Harvard Business Review, companies that use AI for language translation can improve customer satisfaction by providing faster and more accurate responses to customer inquiries, which can lead to higher customer loyalty. 

Harvard Business

Here’s how customer’s stand to benefit from QContact’s AI-powered language translation tools:  

  1. Faster response times: With AI, customers can expect quicker responses, as support agents no longer need to rely on human translators. 
  1. Improved communication: AI-powered translation tools enable accurate translations, minimising misunderstandings and enhancing the overall customer experience. 
  1. Greater accessibility: Customers who speak less common languages can also expect better support, as AI can handle a wider range of languages than human translators. 

When it comes to language translation, AI has significantly improved the process, offering numerous benefits to customers. However, it is crucial for businesses to strike a balance between leveraging AI-powered tools and maintaining the human touch that fosters customer loyalty and satisfaction. 

To Summarise…  

In conclusion, QContact’s’ Communications AI (CAI) suite is a ground-breaking solution that combines the power of AI with five innovative pillars to revolutionise your customer communication experience.  

By harnessing the power of CAI, your business will be able to streamline its communication processes, improve customer satisfaction, and ultimately, drive growth.  

Our CAI suite will empower your business to anticipate customer needs, respond to inquiries with precision, and nurture meaningful relationships with your audience. It’s time 

to embrace the future of customer communication and elevate your business to the next level. 

Contact us today to learn more about our comprehensive CAI suite and how it can revolutionise your customer engagement strategy.  

It’s time to redefine the future of communication!  

Ready to get started?

Why not speak to us today to learn how your business can benefit from QContact, and be up and running within days

Book a Demo

Ready to get started?

Why not speak to us today to learn how your business can benefit from QContact, and be up and running within days