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{title} {title} {title}
 * Platform
    * Overview One engine for all your support channels
    * How it Works Automation that works with your existing systems
    * Why Replicant The leader in Contact Center Automation
    * Integrations Explore our most common integrations

 * Solutions
   Industries
    * Insurance
    * Healthcare
    * Consumer Services
    * Hospitality & Travel
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    * Transportation
   
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    * Contact Us

Request a demo
 * Platform
    * Overview One engine for all your support channels
    * How it Works Automation that works with your existing systems
    * Why Replicant The leader in Contact Center Automation
    * Integrations Explore our most common integrations

 * Solutions
   Industries
    * Insurance
    * Healthcare
    * Consumer Services
    * Hospitality & Travel
    * E-Commerce
    * Financial Services
    * Telecommunications
    * Transportation
   
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Request a demo



WHAT IS CONTACT CENTER AUTOMATION?

 * By Harry Chang
 * May 5, 2022




CONTACT CENTER AUTOMATION: SERVICE FOR YOUR CUSTOMERS, RELIEF FOR YOUR AGENTS 

Contact Center Automation is the new way customer service gets done. It is a
quickly emerging category that uses technology to automate tier-1 customer
service conversations while empowering agents to focus on more complex and
nuanced customer challenges. 

Rather than aiming to displace agents or deflect customers, Contact Center
Automation uses a hybrid approach to resolve as many customer service requests
as needed through automation, by whatever channel the customer prefers. By doing
so, agent time is maximized on customer support conversations that require
creativity and empathy. 


CONTACT CENTER AUTOMATION: WHY NOW?

Contact Center Automation provides a solution for contact centers to achieve
their most important goals: satisfying customers, supporting agents, and
reducing costs. 

This is especially important in today’s environment, where three major factors
have made customer service harder than ever. 

 1. The Great Resignation. The ongoing employee shortage has magnified a crisis
    that has been building in contact centers for years. As a pure cost center,
    the economics of contact centers have always been built on a delicate
    balance of having just enough agents on hand to service customers, without
    so many that costs skyrocket. Turnover in contact centers has spiked amid a
    greater labor shortage, resulting in unpredictable agent forecasting, long
    wait times and frustrated consumers.  
 2. The Global Pandemic. According to the Harvard Business Review, the pandemic
    has created 68% more call escalations, 50% more difficult calls and 34%
    longer hold times. Excess stress on agents impairs their ability to provide
    good service, while on the other hand, the pandemic has increased both
    customer demand and expectations.
 3. Unpredictable External Forces. Catastrophic weather events, cybersecurity
    threats, supply chain disruptions and other unpredictable events create
    massive customer service challenges. Contact centers can’t scale up and down
    fast enough to meet customer demand in the face of these events. As a
    result, forecasting immediate and future staffing needs has become
    unreliable at best.


CORE FEATURES

Contact Center Automation leverages a suite of technologies that are tailored to
customer service and designed specifically for contact center use cases.

While individual Contact Center Automation solutions may take varied approaches
to features like conversational AI, integrations, multi-channel support, and
analytics, a comprehensive solution should have a number a few core pillars: 

Natural Conversations
A Natural Language Understanding (NLU) brain that can quickly and accurately
comprehend and converse in natural language to resolve customer issues in any
language.

Omnichannel Support
Multichannel support for voice, SMS, VIVR, webchat, social, email, in-app, and
business messaging to resolve customer issues anywhere with seamless context
switching.

Conversation Design
A user-friendly conversation design studio to design, deploy, and update
autonomous conversation scripts across use-cases with pre-built conversation
components.

Conversation Analytics
Out-of-the-box, customizable analytics that provide insights into conversation
performance, A/B testing outcomes, and KPIs like call volume, average handle
time, and trending support issues.

Conversation Interface
Full visibility into conversation transcripts for reviewing, monitoring, and
searching live and past conversations; auto-tagged metrics including
disposition, sentiment, and timestamps.

Agent Collaboration
Built-in workflow capabilities including smart agent handoff, automated
after-call work, intelligent routing, and agent assist for increased
productivity and hybrid-working models.

Comprehensive Integrations
Out-of-the-box platform-agnostic integrations to deploy autonomous conversations
across existing contact center, CRM, and internal system workflows

Secure Infrastructure
Scalable and redundant infrastructure that can handle millions of autonomous
conversations concurrently with enterprise-grade security that is SOCII, GDPR,
HIPAA, and PCI compliant.


CURRENT APPLICATIONS

The flexibility and forecastable ROI of Contact Center Automation have made it
an essential part of the greater digital transformation taking place in contact
centers.

Findings from a 2021 McKinsey survey indicate that AI adoption is experiencing a
rapid rise, with 56% of all respondents reporting AI solutions in at least one
function last year, up from 50% in 2020. 

The most popular AI use cases span a range of functional activities with Contact
Center Automation ranking as the third most-common application in 2021. And,
customers are more willing than ever to get resolutions through automation.
According to the Replicant 2021 Contact Center Survey, 71% of customers would
rather speak to a machine than endure 15 minutes on hold.


WHAT’S NEXT

The longer labor shortages persist, the more choices leaders in contact center
operations and CX will have to approach the problem. 

Brands will need to think long-term to decide whether incremental improvements
in internal communications, agent workflows, and customer self service options
are enough to get them back to stability, or if true transformation is needed in
order to increase their competitiveness in a customer-first world where agents
are hard to come by. 

In either case, Contact Center Automation has the potential to usher in a new
era of customer service. It represents the next generation of contact center
solutions with state-of-the-art technology tailored to the glaring needs of the
industry. For the first time, it brings true innovation to a department that has
traditionally been neglected as a sunk cost. 

Brands who embrace Contact Center Automation first will be in the best position
to capture the agents and customers who have long demanded it.


TRY REPLICANT

If you are ready to automate your call center, reach out to Replicant today. Our
team of experts has years of experience helping contact centers implement and
integrate conversational AI platforms to improve their call center efficiency as
well as customer and agent experience.

Jill Accardo
Office Depot
Vice President Customer Service and Order Managment
LinkedIn
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