Generative AI is already transforming every corner of our world, very much including the way organizations operate. But how can call centers and Customer Experience (CX) representatives make the best use of it? McKinsey analysts estimate that applying generative AI to customer care functions could improve productivity by 30-45%, and it’s essential to understand which functions can rely on this technology.
These questions were on our team’s mind when building tokomni’s advanced AI engine, generating insights that improve productivity, efficiency, and CX quality. AI solutions that drive. Here are prominent examples of the many ways this powerful technology helps organizations manage interactions more effectively to boost growth and customer satisfaction.
Turning Data into Actionable Insights
Contact centers often struggle with limited access to data-based insights during customer interactions, leading to longer handling times and frustrated customers. Tokomni's AI-powered caller ID provides a comprehensive view of each customer’s journey, offering context regarding past interactions directly to representatives. Tokomini's AI capabilities unlock real-time insights that guide decision-making procedures on all levels. Relevant data is gathered, analyzed, and turned into actionable takeaways and automated workflows. This empowers teams to resolve needs faster, reduce abandoned calls, and deliver a smooth, personalized customer experience.
Advanced AI features can also analyze tone and emotion recognition, understanding what’s behind customers’ pitch, volume, speech patterns, and other factors to detect when a conversation is becoming heated, alerting a supervisor who can step in to help defuse the situation and provide guidance. The entire customer journey runs smoothly, with fewer abandoned calls, shorter interactions, and higher satisfaction rates.
Automating Processes to Deliver the Right Message
Tokomni’s automation features save time and improve the customer experience using AI-powered features such as smart chatbots that handle frequent issues. Companies using our solution report a 40% improvement in response times, ensuring faster resolutions and happier customers.
Auto-generated follow-ups allow the team to send personalized messages without having to manually draft every single one. Each message is tailored based on the customer's background and past interactions, making it relevant and productive. AI-generated summaries and insights capture critical points from the conversation, saving time and ensuring that important information isn’t lost. Once the call ends, the system automatically generates follow-up messages and recommends the next steps based on the conversation to ensure that nothing slips through the cracks.
Improving Business Results
AI helps drive better business outcomes in many ways, but only when it is trained and built to achieve the right results. With tokomni, live metrics and up-to-date dashboards provide managers with real-time visibility into performance, allowing managers to get an overview of waiting times, script and guidelines adoption rates, and more. They can keep track of the team’s live performance and make adjustments on the fly. A proactive approach that significantly increases retention rates and revenue generation.
As AI continues to evolve, customers learn to expect a certain standard of service, and tokomni helps you not only meet this standard but exceed it, giving you a competitive edge and opening the door to new growth opportunities.
However, businesses must move fast and embrace these capabilities as soon as possible in order to stay one step ahead and not lag behind the market. The AI technology you implement today will differentiate your business and set it for success tomorrow. AI is about to separate leading brands from the rest — Talk to us to ensure you’re on the right side of this equation.
Don’t stay behind. Tokomni keeps you ahead of the competition with the most advanced AI technologies and automation processes.
Contact us today to discover how tokomni’s AI capabilities can transform your contact center.
