How to use a chatbot to train call centre agents

Level: Beginner

AI in customer service has many facets, and one of them is using chatbots to help team supervisors or managers train and support agents on a daily basis, whether they are new to the team or have been with it for years.

Keeping the department well trained will always help to improve their performance, as it is impossible to provide the best customer experience without the relevant knowledge, which can result in the user being put on hold to seek information.

Perhaps the most important aspect for the industry is improving agent engagement. It’s no secret that the contact centre faces a significant talent retention challenge, as the constant interaction with customers takes a lot of energy.

Therefore, providing agents with a tool that can instantly resolve all their queries is essential to avoid the stress and tension of not being able to address a customer’s concern, thereby contributing to their well-being.

4 USE CASES OF AI FOR AGENT TRAINING

1. CHATBOT AS AN INTERNAL KNOWLEDGE BASE

Imagine a ChatGPT for internal use, integrated into the call centre programme and ready to handle queries.

Both new agents and those handling queries outside their area of expertise can quickly access procedures,policies, product information or solutions to recurring problems during calls or messages.

This helps to broaden perspectives and share knowledge across the team, eliminating information silos.

2. CHATBOT AS A CUSTOMER INTERACTION SIMULATOR

In a completely private environment, a simulator can be programmed with a chatbot to emulate customers, allowing agents to practice their responses.

The chatbot can also evaluate agents, highlighting areas for improvement and acknowledging successes, thereby supporting their training process.

3. PROACTIVE INTERVENTION CHATBOTS

Similar to copilots in search engines or CRMs, contact centre AI vendors are developing proactive chatbots that suggest responses or provide tips during conversations.

These chatbots can suggest next steps or offer solutions to problems.

By constantly analysing interactions and evaluating them against pre-defined parameters, they proactively offer suggestions that agents can choose to apply.

4. QUALITY MONITORING CHATBOT

Supervisors or managers can now evaluate all agent conversations.

The bot can be programmed to send reports on conversations categorised as negative experiences, summarise interactions, rate aspects such as empathy and problem-solving skills, and provide full transcripts if required.

Reviews can generate objective ratings from the AI, helping to provide evidence and quickly identify training needs for each agent.

INTERESTED IN INTEGRATING A CHATBOT INTO YOUR CUSTOMER SERVICE TEAM?