Streamlining communications and empowering agents and customers with a real-time video engagement platform can help companies offer new levels of personalized customer support. And, ultimately, this helps them rise above the competition.
But finding the right tool to meet customer needs and business objectives is critical. Here are some features to look for when evaluating an AI-powered video tool for your contact center.
One-click video engagement:
Look for a tool that integrates seamlessly into your contact center platform. This allows agents to easily escalate interactions from voice or chat to mobile database video — and allows them to see a customer’s environment, diagnose issues more precisely and build rapport with visual communication.
Co-browsing and screen sharing: It’s important to give agents the ability to visually guide customers through websites, applications or forms. By being able to see what the customer sees, agents can step in to demonstrate solutions or highlight next steps.
Secure, compliant interactions: In regulated industries like finance or healthcare, maintaining compliance is critical. Look for an AI-powered video tool that has robust security controls, such as end-to-end encryption and configurable why is bouncer a better alternative? privacy settings, to help ensure sensitive information is protected.
Scalability and flexibility: Contact center Levels of Personalized demands change over time and sometimes by season. It’s important to find a tool that can scale to meet your demands — whether you have a team of 10 or 10,000 agents.
Analytics and insights:
A solution that integrates with leading AI providers and analytics suites enables you to harness data and insights from past interactions, helping to fine-tune CX strategies.
Intelligent routing: AI-powered routing ensures that video escalations go to the best-suited agent — factoring in language, skillset and customer history. By contextually matching customer needs with available agent expertise, interactions remain focused and efficient.
Proactive assistance: Through AI-based sentiment analysis, the system can flag customer distress or frustration in real time. Supervisors can bahrain lists intervene promptly or adjust routing to more experienced agents, ensuring sensitive calls receive elevated care.
Enhanced agent guidance:
As agents conduct video sessions, AI tools can provide on-screen prompts, knowledge articles or recommended solutions. This can reduce resolution times and help newer agents ramp up quickly.
Continuous learning: When you use a tool Levels of Personalized that feeds every interaction back into an AI engine, your organization benefits from better prediction of call outcomes, more accurate routing and deeper knowledge bases. Ultimately, that can improve the overall quality of your customer support.
With Auvious Video seamlessly integrated into the Genesys Cloud™ platform, organizations can provide next-level visual engagement backed by the power of AI.
