3 AI automations for agent training

Level: Intermediate 

The contact centre industry faces a significant challenge: how to train new agents quickly and effectively so that they can deliver quality service from day one. 

Typically, the training period is very short, and agents begin handling customer interactions without fully understanding all the concepts, often relying heavily on the constant supervision of a colleague or supervisor. 

The cost of a key team member taking time out of their day to help a new colleague is quite high. However, Artificial Intelligence for contact centres can take on this role and even tailor the process to each individual. 

Here are three use cases for automating the training and support of new agents: 

1. CREATE A BOT TO TRACK PROGRESS

By breaking down all the documentation that agents need to learn into different sections, we can create a bot that scores them once they’ve completed each module. By shortening the training time, agents are less likely to forget what they’ve learned. 

At this stage, the AI doesn’t just act as an examiner; it can also identify the format in which the agent learns best and personalise the learning process, for example by providing more video rather than text. 

2. CREATE A BOT FOR INTERACTIVE SIMULATIONS

Once new agents have read all the documentation, we can develop a bot with a simulator to allow them to practice real cases in a controlled environment. 

By feeding the bot historical call data from the contact centre, it can mimic a real customer and challenge the agent. 

After each simulation, the AI can also provide real-time feedback and even generate a report for the supervisor, ensuring they are kept informed of the agent’s progress.

3. CREATE A BOT FOR REAL-TIME GUIDANCE

When the agent starts handling real customer interactions, we can implement a bot to monitor their responses during calls. If they make a mistake, the bot can immediately suggest the correct response. 

In this scenario, AI acts as a support tool for all agents, but for newcomers it provides an extra layer of confidence, taking the pressure off them to deliver a great customer experience. 

AI IN THE CONTACT CENTRE IS NOT HERE TO REPLACE AGENTS

The foundation of customer service is people, and that should never be lost. In an ideal world, we would have the resources for the best agents to personally mentor new recruits, but this isn’t always possible. 

At first glance, having a bot accompany new team members may seem impersonal, but it’s actually quite the opposite. By involving agents and supervisors in the creation of the bot, we can give the AI a human touch, using the same tone that a colleague would. 

READY TO TRANSFORM YOUR AGENT TRAINING PROCESS?