Automation Is Reinventing Customer Support
CDW Digital Experience Manager Anthony Viola says that automation is the biggest driver of change regarding the digital experience. He points out how drastically customer service has changed over the past 15 to 20 years as a result of automation.
The customer contact center is a department rife with opportunities for automation. As expert Carol Payne, notes in a recent CDW blog post, “AI solutions have become an important component of an efficient user experience.
DIVE DEEPER: Learn how automation can help small businesses improve the customer experience.
Getting a caller to the right person quickly and efficiently minimizes frustration and increases satisfaction. The more that organizations use AI to help customers navigate contact center systems, the better those experiences will be. First-call resolution becomes the norm and not the goal.”
Thanks to new automated tools, customer service agents working in contact centers are provided with information on a customer as soon as they pick up a call.
“They already know what the consumer has gone through, and they can pull up a recent order by the customer automatically. The caller has already been verified, so there is no need for them to repeat themselves or their information, and the agent can immediately begin helping the customer,” Viola explains.