Businesses are striving hard to incorporate artificial intelligence to optimize customer service, as the ability of machines to deal with the consumer base remains significantly faster than live agents. Although call support will take time to get fully automated, intelligent routing systems and IVRs can take care of the fundamental inquiries, besides latching calls, as and when required, to agents best attuned to resolve the issues.
How Intelligent Routing Saves Time And Improves Efficiency
Users report two main problems when interacting with customer support:
- Difficulty connecting with the right agent
- Spending too much time explaining the issue
An automated enterprise voice service helps overcome the above challenges in the following ways:
Caller data: Dialled Number Identification Service (DNIS) is used to recognize which department the customer should be connected to. Automatic Number Identification (ANI) is a function for the accurate classification of the origination number. This is a perfect option for organizations working in different time zones to designate a caller to accessible contact centers or agents that are flagged as available for that specific day and time.
Caller Input: Interactive Voice Response (IVR) systems enable users to input their intent either by pushing DTMF (Dual-Tone Multi-Frequency Signalling) or through voice. The data helps to identify the purpose of the customer call— caller input is the most crucial criteria for accurate routing.
Historical Data: Once the caller has been identified, smart routing systems may use detailed customer information, including past purchases, account standings, service contracts, support history, and even personal details, to ensure that the consumer's intent is fully interpreted. In addition, customer sentiment data can further offer insights as to which executive would be best suited to attend. For instance, a customer who is often upset due to some past experiences should better be routed to an experienced agent in the first go itself.
The above activities not only reduce TAT significantly, but also entail faster query resolution, and improved client experience.
Having a toll-free number can significantly enhance your client service and satisfaction, apart from TAT for simply being available to attend to the call 24x7. The functionality makes it easier for your users to reach you and get their queries answered. They'll be able to call you any day, at any time— all this and so much more without them spending a dime.
Leveraging Data Analytics Support
In particular, IVR data analytics can tell you two main things about your consumer's experience:
- The trend of general user issues
- Whether your IVR is supporting or troubling you.
Do you notice in your IVR data that there is a higher proportion of client base gravitational towards a particular service they need help with? This will be a critical way for you to identify an area of your work that may require added attention. It can be as simple as revamping your FAQ page, or bugs that need to be resolved in your product/service.
Making necessary changes will not only bring call volume down but also help improve your processes along the way.
To know more about intelligent routing IVR systems and effective call latching mechanisms, get in touch with the experts now.
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