Do you know why your customers are getting in touch? Disruptive technologies have made it easier to anticipate customer intent. For example, data-driven AI chatbots can pick off the easier customer queries, while IVR (Interactive Voice response) can automate the process of directing customers to the right people.
However, chatbots and virtual assistants can only do so much. The pressure is on your agents to get it right when dealing with customers’ complex needs. Customer satisfaction drops by 15% each time a customer needs to call back to resolve their issue , so you must empower your agents to deal with customer intent as quickly as possible.