An AI Coaching Platform for Contact Centers

Summary:

An AI coaching platform lowers expenses and enhances customer service in contact centers.

Client: 

Contact centers

Problem Statement: 

Contact centers are increasingly challenged by rising expectations for seamless omnichannel support and improved customer experience. However, a key part of an agent’s success starts well before they begin handling calls, encompassing crucial steps like hiring, onboarding, and training. These early stages are vital for ensuring future success. While many contact centers focus on how AI can enhance agents’ performance and improve customer experience (CX), they also need solutions that support hiring the right people, retaining talent, and boosting key metrics such as call resolution rates, customer satisfaction (CSAT), and speed to proficiency.

Results: 

• Achieved 40-70% quicker proficiency through AI-driven conversation, screen, and chat simulations.
• Gained a deeper insight into customer sentiment, enabling businesses to anticipate and adapt to shifting customer demands.
• Improved responsiveness to customer needs, enhancing the overall quality of service.
• Lowered expenses.

AI Solution Overview:

Zenarate’s AI platform allows businesses to integrate best practices throughout the hiring, coaching, and training process.

The company’s AI Coach leverages natural language processing (NLP) and natural language understanding (NLU) to simulate conversations with customers and prospects, helping agents practice and improve before engaging with real customers. This AI-powered coaching tool eases the human resources burden by screening candidates for the right fit and significantly supports trainers in onboarding new hires.

Its AI Coach features an extensive library of “agent stories,” covering various customer scenarios, from basic inquiries to complex interactions. It also refines agent skills by focusing on soft skills, such as demonstrating empathy or improving clarity in communication.

The AI Coach provides real-time feedback, reinforcing the optimal approach to different scenarios, which boosts employee confidence. Its automated system suggests targeted coaching to enhance performance in specific call or chat types. Additionally, it offers comprehensive reporting tools and dashboards, allowing coaches to track agent proficiency through clear visuals and audio.

A real-time trend analysis feature enables contact centers to observe customer sentiment, monitor the frequency of topics, and identify new issues as they arise, providing same-day insights. Zenarate’s AI Coach is versatile, supporting pre-hire screening, new hire training, and ongoing upskilling for experienced agents.

References: 

1. Zenarate Elevates AI Simulation Training with Real-Time Customer Call Analytics. https://cxscoop.com/latest-news/zenarate-elevates-ai-simulation-training-with-real-time-customer-call-analytics/
2. Zenarate’s AI Coach Takes Aim at Contact Center Training Gaps. https://futurumgroup.com/insights/zenarates-ai-coach-takes-aim-at-contact-center-training-gaps/
3. Zenarate Applauded by Frost & Sullivan for Reducing Costs and Improving Customer Experience in Contact Center to Deliver Value. https://www.frost.com/news/press-releases/zenarate-applauded-by-frost-sullivan-for-reducing-costs-and-improving-customer-experience-in-contact-center-to-deliver-value/
4. News : Zenarate AI Coach Highlighted in Frost and Sullivan Report on Workforce Optimization in Global Contact Centers. https://www.contactcenterworld.com/view/contact-center-news/zenarate-ai-coach-highlighted-in-frost-and-sullivan-report-on-workforce.aspx

Industry: Human Resources

Vendor: Zenarate

Clients: Contact centers

Publication Date: 2024