AI is the hottest trend in transforming efficiency with a number of organisations trailblazing the way when it comes to applying the latest in AI advancements to improve their QA processes. In this blog post, we’re going to explain how it can help your QA processes without coding or maths!
Although still in its early stages, many organisations across most industries are investing in Artificial Intelligence (AI). It’s beneficial for a range of people across the business to at least have a basic understanding of what AI does and the benefits it could have with their functional area. AI has been around for sometime but it’s still a mystery to many, so we’ll break it down for you in a way that’s easy to understand!
But what is AI?
AI is simply where computers take up the workload that would traditionally be required by human intelligence. The method means establishing an algorithm which is a list of rules that are followed in order to solve a problem. This also involves learning from new data, acting on new data and improving it over time.
To explain it in the simplest terms, it’s like watching a child developing and becoming smarter. But like humans, AI is still a new area and needs time to mature.
An example of how AI has improved customer services is the US company 1-800-Flowers, who worked with IBM to develop a digital concierge. This is an AI customer service bot that can take customer orders through their website as well as mobile app. The company was able to implement a process that allowed them to streamline their orders and make it easier for customers to reach their products.
What’s the difference between artificial intelligence and programming?
Regular programs will determine all possible outcomes, whereas AI can train a programme to do a specific task as well as can improve the task on its own in the long term. Also, with supervised learning, such as Aveni Detect, it will improve the programme with every interaction. So , the more data you feed the AI software, the more valuable the solution becomes, how great is that! This is because AI algorithms are trained using large datasets so they are able to identify patterns, make predictions/recommendations, like a human would but faster and more effective.
You may have not realised but we use AI everyday in our professional/personal lives. The benefit of using AI is endless and we’ve only just started! We give you some examples of how AI can benefit your QA process below:
Task Automation – Repetitive tasks such as invoicing and management reporting can be automated, improve accuracy and save time. By implementing AI automation, you can begin to automate post call forms or reports after an assessor has reviewed a call. This frees up more time to work on tasks that you and your agents are best at. It allows agents to give customers a personalised service, one that is more understanding and empathetic than a robot. This might not have been possible to provide if they are using their time to fill out forms and monitoring calls.
Customer Experience – Many organisations such as banks now use online text chat to help to communicate with their customers. Think about a time when you visited a website to ask a query, it was mostly likely a chatbot instead of a human. This has enhanced customer relationships. In turn, AI can also be implemented to build on customer profiling. This is because AI software can easily obtain data on the customer’s demographic and buying preferences, this allows for customers to receive a more personalised experience. AI will assist QA as it will be able to predict demand and help the operations team to deliver services that meet customers expectations better and management has a better idea of team numbers, making sure there are enough staff on hand to meet customers. It will also help to uncover better insights and trends from QA. Teams will be less reactive and more proactive and prepared for emerging trends.
Monitoring Accuracy – It can be a struggle to maintain and monitor accuracy in any business. It is also very expensive to manually monitor calls, it can cost almost double the cost of each call. It is also incredibly time consuming and is a task that some assessors may find unfulfilling resulting in loss of motivation in their job. By introducing AI software, it can do the hard work for you. Companies can begin to cover 100% of calls and surfacing trends across customer populations to organise and categorise calls so assessors can focus on top priority ones. AI driven tech can also help assessors navigate calls quickly,flagging areas of interest i.e. an utterance that might indicate customer vulnerability. This will improve your QA process as interactions will be better monitored and agents don’t have to spend hours of their time listening to calls. This will also boost staff morale and provide better customer satisfaction long term.
Did you know… with Aveni Detect, you can realise 80% efficiency gains in your QA process whilst drawing insight from up to 100% of your customer interactions.
Although AI is incredibly powerful, there is still some way to go. Adoption of AI is still in early stages as companies and providers work together to find solutions that’ll benefit the business and its customers.
It’s still unable to match up to the emotional intelligence and empathy that a human brain has. But the idea is that it is there to help improve the way we work. It’s about using this tool as a way to make your day-to-day tasks quicker and make the work process more efficient. AI is only going to get better with time, so investing in it sooner will only help to build your business and help you better understand your dat
To learn more about how Aveni uses AI to analyse your conversational data. Visit our website to learn more!
