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The AI Expectations Talkdesk Proprietary & Confidential
The Role of Artificial Intelligence in Times of Crisis Talkdesk Proprietary & Confidential
The Role of Artificial Intelligence in Times of Crisis Contact Centre Curve Healthcare System Curve Agents needed without proper action Interactions beyond contact center capacity 1 Contact Center Capacity Number of Interactions Agents needed with proper action 2 Talkdesk Proprietary & Confidential Days After the Crisis
AI Trends to Keep an Eye On SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING Talkdesk Proprietary & Confidential
AI Trends to Keep an Eye On SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING Talkdesk Proprietary & Confidential
SELF SERVICE - Virtual Agents Knowledge Base Knowledge Virtual Agent Graph ”BRAIN” CRM / CSM Customer Conversational Transcript Talkdesk Proprietary & 7 Confidential
SELF SERVICE ● ADDRESS MOST FREQUENT QUESTIONS ● 24/7 CUSTOMER ASSISTANCE VIRTUAL AGENTS ★ Give insights ★ Perform tasks ● IMPROVE CONTACT CENTER EFFICIENCY ★ Intelligent Handoff to Live Agents ★ Human-like Experience ● EMPOWER AGENTS Talkdesk Proprietary & Confidential
The Role of Artificial Intelligence in Times of Crisis Lowering The Contact Centre Curve SE beyond contact center capacity SE beyond contact center capacity Interactions beyond contact center capacity Number of Interactions Contact Center Capacity Talkdesk Proprietary & Confidential Days After the Crisis
AI Trends to Keep an Eye On SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING Talkdesk Proprietary & Confidential
AI Can Turn Agents into Super Agents Super Agent Mapping the Optimization right problem to Enhancement the right agent Brining the Enhancement right insight at the right time Agent Optimization Talkdesk Proprietary & 11 Confidential
SUPER AGENTS : Agent Assistance Knowledge Base Agent Assist Knowledge Graph ”BRAIN” CRM / CSM Customer Agent 12 Conversational Transcript Talkdesk Proprietary & Confidential
SUPER AGENTS ● SIMPLIFY AGENT EFFORT ● REDUCE SUPERVISOR ASSISTANCE AGENT ASSISTANCE ★ Next best actions ★ Automatic data entry ★ Smart notes ★ Error detection ● EXPEDITE AGENT PROFICIENCY Talkdesk Proprietary & Confidential
The Role of Artificial Intelligence in Times of Crisis Enhancing Contact Centre Capacity Interactions beyond contact center capacity SUPER AGENTS Number of Interactions Contact Center Capacity Contact Center Capacity Talkdesk Proprietary & Confidential Days After the Crisis
AI Trends to Keep an Eye On SELF-SERVICE SUPER AGENTS PROACTIVE DIALLING Talkdesk Proprietary & Confidential
AI Trends to Keep an Eye On Flattening The Contact Center Curve Interactions beyond contact center capacity 1 Number of Interactions Contact Center Capacity PROACTIVE DIALLING Flatten Curve with proactive dialling 2 Talkdesk Proprietary & Confidential Days After the Crisis Interactions pushed in time using dialer
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