Takeaways from the Five9 CX Summit 2022 –

When you combine conversational intelligence with the valuable gift of reclaimed time, you create more meaningful and productive relationships with your customers and improve the contact center agent experience. It is the vision and the hope of collaborative intelligenceas described by Five9 during their recent CX Summit 2022. Opus Research analysts share their findings from the event and discuss a promising future for contact center agents.

Here is a future that is not difficult to imagine. When conversational intelligence and automation can skillfully handle 99% of all Tier 1 customer support cases, when low code, no code, and API integrations can read/write more than 50% of simple transactional requests without requiring agent intervention, we end up with high touch, compliance-based and opportunistic agent interactions requiring domain expertise and proven communication skills.

Conversational intelligence allows us to know more about customers and their journeys than ever before. Real-time agent assistance features can prescribe remedies and refined opportunities that are contextually relevant to the customer. Conversational cloud providers that support this vision of the future of the contact center will rank higher in the eyes of decision makers.

In this impending enterprise environment, agents will become trusted front-line advisors for sensitive and complex issues, and they will be instrumental in optimizing your conversational cloud solution. It offers new career paths for agents to become conversational designers, business analysts, and subject matter experts.

“[Agents] want to do the things that make more sense, then have a little downtime between client interactions to document that work, share it with their peers…and they’re recognized not for what they individually know , but for what they can share with others to make everyone smarter, everyone can answer these questions.

— Kim Block, Sr. Operational Excellence Manager, RICOH USA at the Five9 CX Summit 2022 panel discussion, “Elevate Self-Service with Conversational AI”

In this new era of highly trained and empowered agents, how will their success be measured? If Tier 1 and Tier 2 support needs are largely automated and handled by an enterprise intelligent assistant, what does that mean for an agent’s average handle time when they receive an escalation?

If your company has accepted measurable business outcomes and defined the interactions where human touch is critical to the customer journey, it might be time to reconsider the reflexive urge to minimize average handle times.

Categories: Conversational Intelligence, Intelligent Assistants, Articles

Tags: Contact Center, Conversational Intelligence

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