Let’s say you called a customer representative about a particular issue. After making the necessary selections in the IVR menu and explaining everything to an AI bot, you were finally able to connect to a customer representative. And the representative says: “How can I help you?”
Now, if you were going to repeat yourself anyway, why did you make all those explanations and selections, right?
Unfortunately, this situation happens frequently and is called the “Context Gap.” And the context gap constitutes one of the situations that most affects efficiency in the customer service experience.
In this article, we will take a deep dive into how AI Connector technology eliminates this data disconnection and how Call Center Studio’s solutions make the customer journey seamless
1. What is the Context Gap and Why Does It Matter?
The context gap in contact centers is the failure to transfer collected data during the transition from one interaction stage to another. For instance, as we mentioned in the introduction, this means a context gap occurs when information is lost as it moves from a chatbot or IVR menu to a customer representative.
And companies must be as sensitive as possible regarding this issue. Because the researches show that more than 70% of customers lose their trust in a brand when they have to repeat their information to multiple representatives or systems.
Moreover, the only harm of this gap isn’t just leading to customer dissatisfaction. When a context gap occurs:
- Average Handle Time (AHT) increases, because the representative has to collect the information all over again.
- Your First Contact Resolution (FCR) rates drop
- Your customer representatives may start experiencing burnout syndrome because they constantly have to deal with aggressive customers.
2. Build a Digital Bridge Between Channels with AI Connector
Now, let’s look at how you can close this gap with the AI Connector.
The AI Connector works like the nervous system of organizations because it allows artificial intelligence to be used across all channels of the institution. It connects the “brain” of the organization, the CRM, with its “voice,” the IVR. Without this technology, AI would remain merely a talented assistant talking to itself; thanks to the AI Connector, artificial intelligence becomes an integral and intelligent part of the entire operation.
With these features, companies can easily close the context gap using the AI Connector infrastructure.
How Does It Work?
The AI Connector preserves the data coming from AI and automation systems and transfers this data, along with its context, to the contact center infrastructure. Thanks to this technology, IVR systems have evolved from being a simple routing tool into an intelligent data collection center.
Through this system, when a call reaches your customer representative, the following information instantly appears on the representative’s screen:
- The selections your customers made in the IVR,
- Summaries of their conversations with bots, and even
- Their emotional state (sentiment) is analyzed through their tone of voice.
Just think about how much easier this kind of infrastructure makes things.
Who Uses It?
AI Connector technology is indispensable for sectors that transform “time” into money by maintaining intense contact with customers:
- E-commerce Giants: To speed up the process when transferring customers from bots to representatives during return and shipping processes.
- Banking and Finance: To complete security verifications at the IVR/AI stage and provide ready-to-use data to the representative.
- Healthcare Organizations: To transport appointment and patient information between systems without loss.
- Telecommunications: To classify technical support requests and deliver them to the right expert along with the entire fault history.
Would you like to see how the AI Connector can provide benefits in your company? By contacting our representative, you can immediately request a personalized and free demo of Call Center Studio’s AI Connector.
Key Advantages of Call Center Studio AI Connector
The Call Center Studio AI Connector structure offers you all the features of this technology, and you don’t need to cast aside your existing technological investments to use the AI Connector.
- Compatibility with Existing AI Solutions: Do you already use Google Dialogflow, Amazon Lex, or a custom AI? The AI Connector integrates these structures into your contact center without requiring additional development.
- Sentiment and Intent Analysis: It conveys not just “what was said,” but also “how it was said” to the representative. Is the customer very angry? The representative knows this before answering the call and determines their approach accordingly.
- Flawless Authentication: Secure identity verifications performed at the IVR stage are transferred to the representative, so the conversation is not wasted with unnecessary questions.
3. Seamless Transition with Scenarios: From IVR to Representative
To help you better visualize these processes, let’s examine a few examples from daily operations.
IVR to Representative Escalation
When a customer calls regarding an issue with their bill, they perform their identity verification via the IVR and state their “high bill objection” intent.
Thanks to the AI Connector, when the call reaches the representative, the representative sees not only who the customer is but also the disputed invoice amount and the customer’s final selections in the IVR.
Digital to Voice Transition
When a conversation that started with a chatbot turns into a voice call due to complexity, the AI Connector transfers the entire chat history to the voice channel’s representative. The customer representative starts the conversation by saying:
- Hello, Miss Hilal, I will help you with the return request you submitted via the chatbot.
This is a “magic moment” for the customer where they feel understood.
We can multiply such examples. However, the basic logic here is to combine AI with IVR logic and human expertise rather than positioning it as just an independent robot.
While classifying complex demands with AI-supported IVR systems, you can carry this classification to the heart of your operation with the AI Connector.
When you demonstrate such a holistic approach, you will certainly make progress in 3 fundamental areas:
- Agent Efficiency: Because representatives deal with producing solutions rather than data entry.
- Cost Management: Every second of decrease in AHT provides significant savings in annual operational costs.
- Providing a Standard Experience: Regardless of which channel the customer comes from, the level of information offered by the brand remains the same.
If you no longer want the phrase “Could you please repeat that?” to be repeated by your representatives, we suggest you give modern contact center IVR analytics and AI integration solutions a chance.
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