{"id":50824,"date":"2024-09-03T10:59:38","date_gmt":"2024-09-03T08:59:38","guid":{"rendered":"https:\/\/enreach.es\/?p=50824"},"modified":"2024-10-02T11:06:34","modified_gmt":"2024-10-02T09:06:34","slug":"ai-automations-for-agent-training","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/ai-automations-for-agent-training\/","title":{"rendered":"3 AI automations for agent training"},"content":{"rendered":"
Level: <\/span><\/b>Intermediate<\/span>\u00a0<\/span><\/h5>\n

The <\/span>contact centre<\/span><\/a> industry faces a significant challenge: <\/span>how to train new agents quickly and effectively<\/span><\/b> so that they can deliver quality service <\/span>from day one.<\/span><\/b>\u00a0<\/span><\/p>\n

Typically, <\/span>the training period is very short<\/span><\/b>, and agents begin handling customer interactions <\/span>without fully understanding all the concepts<\/span><\/b>, often relying heavily on the constant supervision of a colleague or supervisor.<\/span>\u00a0<\/span><\/p>\n

The cost of a key team member taking time out of their day to help a new colleague is quite high.<\/span><\/b> However, <\/span>Artificial Intelligence for contact centres<\/span><\/a> can take on this role and even tailor the process to each individual.<\/span>\u00a0<\/span><\/p>\n

Here are <\/span>three use cases<\/span><\/b> for automating the training and support of new agents:<\/span>\u00a0<\/span><\/p>\n

1. CREATE A BOT TO<\/span> TRACK<\/span> PROGRESS<\/span><\/span><\/b><\/h2>\n

At this stage, the AI doesn’t just act as an examiner; it can also <\/span>identify the format in which the agent learns best<\/span><\/b> and personalise the learning process, for example by providing more video rather than text.<\/span>\u00a0<\/span><\/p>\n

2. CREATE A BOT FOR INTERACTIVE<\/span> SIMULATIONS<\/span><\/span><\/b><\/h2>\n

Once new agents have read all the documentation, we can <\/span>develop a bot with a simulator to allow them to practice real cases in a controlled environment.<\/span><\/b>\u00a0<\/span><\/p>\n

By feeding the bot <\/span>historical call data<\/span><\/b> from the contact centre, it can mimic a real customer and challenge the agent.<\/span>\u00a0<\/span><\/p>\n

After each simulation, the AI can also <\/span>provide real-time feedback<\/span><\/b> and even <\/span>generate a report for the supervisor<\/span><\/b>, ensuring they are kept informed of the agent’s progress.<\/span><\/p>\n

3. CREATE A BOT FOR REAL-TIME<\/span> GUIDANCE<\/span><\/span><\/b><\/h2>\n

When the agent starts handling real customer interactions, we can implement <\/span>a bot to monitor their responses during calls.<\/span><\/b> If they make a mistake, the bot can immediately suggest the correct response.<\/span>\u00a0<\/span><\/p>\n

In this scenario, <\/span>AI acts as a support tool for all agents<\/span><\/b>, but for newcomers it provides an extra layer of confidence, taking the pressure off them to deliver a great customer experience.<\/span>\u00a0<\/span><\/p>\n

AI<\/span> IN THE CONTACT CENTRE IS NOT HERE TO REPLACE AGENTS<\/span><\/span><\/b><\/h2>\n

The foundation of customer service is people, and that should never be lost.<\/span><\/b> In an ideal world, we would have the resources for the best agents to personally mentor new recruits, but this isn’t always possible.<\/span>\u00a0<\/span><\/p>\n

At first glance, having a bot accompany new team members may seem impersonal, but it’s actually quite the opposite. By <\/span>involving agents and supervisors in the creation of the bot<\/span><\/b>, we can give the AI a human touch, using the same tone that a colleague would.<\/span>\u00a0<\/span><\/p>\n

READY TO<\/span> TRANSFORM<\/span> YOUR AGENT TRAINING PROCESS?<\/span><\/span><\/b><\/h2>\n

By breaking down all the documentation that agents need to learn into different sections, we can <\/span>create a <\/span><\/b>bot<\/span><\/b><\/a> that scores them once they’ve completed each module<\/span><\/b>. By shortening the training time, agents are less likely to forget what they’ve learned.<\/span>\u00a0<\/span><\/p>\n