At a Glance
The senior leadership team expressed interest in leveraging AI and the transformative opportunities of this new wave of breakthroughs. With the industry’s focus on managing risk and generating returns, generative AI has the potential to drive marked improvements in employee productivity, operational efficiency, and customer experience.
The Story
To improve operations and drive efficiencies, we accessed Azure OpenAI Service to summarize conversations and get insights across various conversations. Customer sentiment is measured from the start to the end of the conversation. In addition to summarization, generative AI provides coaching to contact center staff in real-time, and partially automates the customer journey with human supervision of the next step. It also feeds new intelligence into the contact center knowledge base to enable agents to respond faster to future questions.
For all these capabilities, we can aggregate insights for tracking key performance indicators (KPIs) for customer satisfaction, engagement, and impact to the Net Promoter Score (NPS), all of which can be used to continuously improve the experience for customers.
