Post-COVID19 – CXOs Are Focusing on Keeping Customer Conversations Shorter

    Post-COVID19 - CXOs Are Focusing on Keeping Customer Conversations Shorter

    Organizations are using technology to shorten the customer engagement cycle.

    Today, companies globally are witnessing a change in customer behavior and attitudes because of the COVID-19 pandemic. This is putting additional pressure on the IT department to respond to new customer requirements as well as enhancements for customer experience.

    Also Read: Re-aligning the Customer Strategy in the Post COVID-19 Era

    CXOs are adopting new digital technologies, even though they are seeing challenges related to cash-flows. Significant progress in AI-enabled speech-to-text and text-to-speech services has helped in delivering seamless voice-driven customer experience. A 2018 Gartner report stated that 25% of customer service operations will use virtual customer assistants by 2020.

    Call volumes to enterprise call centers increased 300% at the beginning of the pandemic, as per the Pindrop Pulse Flash Report. The call volumes increased further over 1000% from normal levels. Moreover, agent calls capacity declined by 20% even though all centers were able to restore nearly 50% of lost capacity.

    Businesses are witnessing a reduction of customer engagement lifecycle. They are also
    using technology to make this shorter engagement even more impactful. Conversational AI and machine learning are helping companies analyze human speech patterns to have more result-oriented interactions with their customers.

    Also Read: Customer Experience Enhancement Is the Key to Business Success

    Automating speech for customer issue resolution as well as engagement is able to significantly reduce the average time a customer spends on the phone for resolving a query. Contact centers are going via their customer support queues at a faster pace, slashing costs, and controlling cash-flows during the crisis. Moreover, voice AI is a key factor that helps in engaging with less tech-savvy customers.

    Customer contact centers are links that connect business and its customers. In addition to the quality of a product or a service, customers are also looking for a superior experience. They even rate interactions with enterprise call center agents. The coronavirus crisis has made several businesses reconsider their critical decisions about customer engagement. This is mainly because of the level of human interaction required in comparison to voice automation. CXOs globally are looking forward to making investments in long-term solutions that will have an impact today.

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