Is Outsourced Talent the Answer to AI-enabled Customer Experience?
Technological advancement might be reshaping the delivery of customer experience (CX), but it’s not something to fear; it’s worth embracing. Expectations are harder to meet than in decades gone by, so to keep pace, the smartest companies are putting AI to work. For many, this means tapping into offshore outsourced talent. Leveraging the best of AI and outsourcing will unlock the ‘AI-enabled customer experience’ — here’s why.
AI-enabled customer experience: What is it, anyway?
AI in CX has ushered in the next iteration of streamlined service delivery. Essentially, AI-enabled customer experience involves applying artificial intelligence in ways that enhance the interactions between a customer and a CX representative. The most familiar of them include deployment of AI-powered chatbots that enable self-service before routing the customer to a human for further assistance. More robust methods apply AI at every step of the customer journey.
But that’s not to say AI should do all the work. AI technology, used thoughtfully, has the opportunity to enhance human connection. In automating and streamlining tasks it frees up service staff to do more of what they do best — solving complex problems while building relationships. Practically speaking, AI equips staff with the contextual information they need, like ticket summaries and sentiment and purchase insights, to effectively resolve customer requests. So although AI’s strength lies in streamlining tasks, it’s also an enabler of deeper customer connection.
Customer experience in the age of AI stands to gain more from integrating new and evolving technologies than it does through resistance. A discussion of this nature would be incomplete without acknowledging that lingering question — will AI take CX jobs? We think not.
AI-enabled customer experience represents the next frontier of CX, a world in which human service agents are augmented by AI to do more with less. The whole is greater than the sum of its parts. All this to say, CX leaders and their teams will keep their jobs and be better at them with AI.
AI-enabled CX professionals deliver a win-win
By combining the unique strengths of CX staff and AI, agile businesses stand to benefit immensely compared to those lagging behind on adoption. But so too do customers on the receiving end of more personalised and streamlined customer care.
Personalised experiences
Personalisation remains incredibly important for service teams given 71% of consumers expect a personalised customer experience. Working with an AI agent as a collaborator allows service staff to more deeply understand their customers in less time than working unaided. The result? Better customer outcomes, and in some cases, improved loyalty. The takeaway here is that teams can be more human, in addition to streamlining processes.
Heightened efficiency
Customers and service teams want the same thing: to reach the swiftest possible resolution. Fortunately, AI makes this possible for all involved. When a customer needs to locate a return policy, for example, they can refer to an AI-driven chatbot or knowledge base and find the policy in mere moments. (This wouldn’t happen as fast if they dug into the company website.)
If that same customer submits a ticket, AI can analyse the request and route the ticket to the right representative or department. Such technology can even categorise tickets by topic and urgency, helping staff prioritise. So with AI’s help, both parties accomplish their goals with less effort.
Enhanced customer satisfaction
AI-enabled CX professionals have more satisfied customers than those taking a traditional approach for a number of reasons. First, with AI resolving simple requests, CX teams can focus on resolving complex or urgent customer requests. It creates extra space for conversations that are empathetic and led by a desire to connect with customers.
Second, AI surfaces customer insights from multiple sources that would ordinarily be time-consuming to extract, which means staff consistently enter service conversations informed. This reduces handle times and first call resolution (FCR) rates, and a speedy, on-the-spot resolution makes for a positive customer experience. Data-backed, customised interactions are the way forward.
Overall, AI-enabled service teams deliver a more streamlined customer experience, which has a real impact on customer satisfaction, and by extension, brand reputation.
Why outsourced CX talent is the answer
Achieve sizable cost savings
Outsourcing has a reputation for being an extremely cost-effective strategy for hiring staff. Outsourcing AI-enabled customer service professionals to destinations such as the Philippines, Vietnam and India can save businesses up to 70% of the cost of hiring staff onshore. For scaling businesses, the savings on staffing can unlock new and exciting growth opportunities.
Secure highly-skilled professionals
Offshore outsourcing can build or bolster a team by combining customer service specialists with AI know-how. Some countries abroad, like the Philippines, have a strong reputation for delivering exceptional service. In fact, the Philippines is the BPO capital of the world. A more recent occurrence, however, is these offshore English-speaking professionals leading the pack in AI-enabled customer support.
Popular AI-enabled CX roles you can outsource include:
- Call Centre Officers
- Contact Centre Representatives
- Customer Care Representatives
- IT Helpdesk Technicians
- IT Support Specialists, and more.
Support better business growth
On the whole, AI-enabled service and CX teams deliver a big win for customers which translates into an ever bigger win for the business. With a dedicated AI-augmented CX team, you can unlock efficiencies that help grow your business. Typically, AI and automation handles requests when operators aren’t available, however, an outsourced team can enable 24/7 coverage and streamline service with AI. At Outsourced, we enhance your customer experience with staff who leverage AI tools to work smarter, not harder — improving speed, accuracy and productivity.
Create incredible experiences with outsourced talent
Augmenting outsourced customer service professionals with AI is a winning combination for your CX. It’s the fastest way to tap into the benefits of AI — without sacrificing human connection. Companies that move quickly stand to excel through personalised support, leaving customers delighted and eager to promote their brand.
Bring AI-enabled CX to your business by connecting with the world’s top 5% of talent. Learn more in this guide.
