JetBlue’s strategy for balancing the efforts of human and AI contact agents; Tips for building trust in AI customer service, and more…
Welcome to the CX AI Newsletter where Ofer Ronen, the CEO of Tomato.ai, shares the latest generative AI news affecting customer experiences. Ofer’s current company Tomato.ai softens the accent of call center agents in real time. He previously led Contact Center AI work at Google.
Here’s the latest in generative AI and the customer experience:
Balancing Human & AI Contact Agents at JetBlue – The customer support team at JetBlue has augmented Amelia – its virtual agent – with generative AI and achieved a 12 percent containment boost. It has also seen uplift in customer satisfaction and first contact resolution. To accomplish this, JetBlue’s human agents were brought onboard through a careful strategy of empowerment and preparation for an AI-driven future. Here’s what other companies can learn form that experience. From CX Today
Building Trust in AI Customer Service – Building trust in AI in customer service is crucial to its effectiveness and long-term acceptance. Leveraging real-time and historical customer data, AI can create personalized interactions that demonstrate an understanding of individual preferences and foster that trust. Deployed mindfully, AI can proactively anticipate customer needs and offer relevant solutions before issues arise, which both delights and reassures customers. From No Jitter
Study Finds Consumers Prefer Human Customer Service – Consumers have come to expect a degree of automation to be ingrained in most customer service interactions. However, according to a survey conducted by Five9, provider of the Intelligent CX Platform, there is still both a preference and a need for human empathy to be present alongside AI in CX. One strategy is to use AI to automate transactional and routine tasks in order to free up human agents to focus on more complex issues that require critical thinking and sensitivity. This approach has been proven to elevate customer satisfaction. From Technology Reseller News
Generative AI is Enabling Proactive Customer Service – For decades, customer service strategies have focused primarily on phone-based, human-centered interactions. GenAI-driven customer engagement strategies have demonstrated the potential to shift from reactive, human-centered strategies to proactive models that transform the ways in which enterprises conceptualize and deliver customer service. From Unite.AI
Agent Assist AI is Revolutionizing Contact Centers – Contact centers have long struggled to deliver seamless, personalized customer support., Agent Assist AI is being deployed to enhance human agents’ capacity, capability, and speed in order to address this concern. This has facilitated rapid handling of high call volumes, closed the knowledge gap across multiple systems, and personalized interactions to revolutionize contact centers. From Customer Think
3 Trends That Will Transform the Future of Contact Centers
Ready to see what the future holds for contact centers? In our latest video, Ofer Ronen, CEO of Tomato.ai, explores three major trends that will shape the industry over the next five years:
Offshore Agents to Mushroom – As AI tools like accent softening and translation evolve, offshore agents are bridging the gap with onshore counterparts, making global teams more effective than ever.
Higher Interaction Complexity – With automation handling routine tasks, human agents will step into more nuanced, emotionally charged interactions, demanding advanced training and skills.
Wider Agent Pay Distribution – Offshore cost savings mean more resources for upskilling and a wider pay scale for onshore agents, empowering them to tackle complex customer issues.
Catch the video now for these insights and more!
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