Cookie Settings
Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
There may be hype surrounding AI but many organizations have already made NLP investments in their contact centers. How have they found the experience and what are the motivations driving them? Davies Hickman and Odigo reveal the reality and perceptions of European business executives in the second ebook in the 2022 AI for CX series.
Natural language processing (NLP) is a technology that allows machines to understand human language, and contact centers sit at the hub of both digital and agent-led customer conversations. Investing in contact center NLP, therefore, seems like a powerful and logical strategy to refine not only self-service but other AI-driven processes too. Do the responses from the AI for CX survey of over 1,000 business executives, conducted by Davies Hickman, support this idea? Read on for a quick summary of the findings to answer this question and pique your appetite for the rest of the data.
How often do things go exactly as planned? Learning from one’s own experience, or that of others, can be a huge benefit when it comes to realistic expectations and a well-executed plan. The same applies to an NLP investment and contact centers should be prepared for the work involved in getting projects up and running.
The survey results reflect what many technology providers know, that AI projects need nurturing. Fortunately, there are key areas of awareness organizations can factor into their roadmap for change. When combined together, the experiences reported by European executives and the expertise of a solution provider can help get ahead of the learning curve. Certainly, armed with experience organizations are already on the lookout for ways to progress their NLP projects.
Who is driving NLP decision-making in 2022? Interestingly, the survey looked at a range of sectors and asked which executives are championing NLP decisions: business executives or those in IT. The picture varies, overall however, business executives make the majority of decisions. What’s more these same executives paint a promising picture of the future, both for launching new NLP projects and progressing those already active in their contact centers.
The potential applications for NLP are wide, so what are contact centers actually using NLP for and which areas hold interest for the future? As NLP works to gain more details or data from text and speech, its main applications can be segmented into analytics, refining automated processes or informing actions. Unsurprisingly, the survey shows high levels of interest in multiple use cases and, reassuringly, supporting users remains a priority.
How can contact centers benefit from the survey insights? It seems clear that setting out with commitment to the process and the right choice of experienced technology partner are key components to success. Beyond that, contact centers should also consider the opportunity that NLP represents as part of a whole package of transformation when using a cloud-based software solution. Odigo’s Contact Center as a Service (CCaaS) solution has a complete set of tools and was recently named a Global Leader for the 3rd consecutive year in the ISG Provider Lens™ Contact Center as a Service 2022 report. We know that every contact center is unique, so technology needs to be applied intelligently to digitalize, expand or refine processes and services in a tailored way for a supportive user strategy. Discover all of the survey findings about NLP use cases and investment to inform your next steps.
Quiet quitting or soft quitting has become a worldwide trend affecting every industry and profession. It may not be what you think though, and there are distinct differences that set it apart from the Great Resignation. Discover the details and find out what concerned contact centers can do in the face of this new influence on workplace culture.
The goalposts, when it comes to top performance, perpetually shift with both advances in technology and changing customer expectations. Plan your next steps strategically with insights from over 1,000 European executives.
Customer experience (CX) trends in 2023 will see an acceleration in cloud migration, the mainstream adoption of AI-driven automation applications as well as the recognition of the added value of integrating UCaaS and CRM connectors with CCaaS solutions. Find out more about the main trends in this blog.
