No company likes customer escalations. According to PWC, 32% of customers would stop doing business if they had a bad experience with the company. 

Customer escalation could damage a company’s reputation, increase operational costs as a lot of time and resources are spent on damage control, reduce opportunities to upsell and cross-sell products, and leave customers disappointed. It could also significantly impact the company’s bottom line—companies globally lose over $3.7 trillion annually because of bad customer experience!

The obvious solution is to prevent escalations and promptly respond to customers. While this can work easily with few complaints, the real problem arises when contact centers have to deal with a large volume of complaints. For example, a ride-hailing app could receive many complaints about drivers' bad behavior.

Contact centers typically listen to recordings and read transcripts to ascertain and solve a problem's root cause. Sometimes, they identify a recurring pattern during this process, which they share with business leaders to improve the product or service. This makes customers feel valued and increases the chances of more sales opportunities. 

However, doing a root cause analysis or sharing insights with product teams and business leaders becomes hard when contact center agents have to listen to lengthy recordings or sift through several transcripts. It is time-consuming and provides limited insights to agents.

That’s where Agentic AI tools like Microsoft’s Copilot come to the rescue.

How Agentic AI Helps Companies Contact Centers Solve Problems and Drive Revenue Growth

Besides enhancing agents’ productivity, Agentic AI is the perfect solution to help contact centers investigate a problem, determine the root cause, identify patterns and trends, and make data-driven decisions that can open up opportunities to generate more revenue. 

Here’s how contact centers can use them:

1. Summarize conversations to identify underlying problems and trends

With generative AI solutions like Copilot, contact center agents no longer have to listen to recordings or read transcripts to summarize conversations or pinpoint issues. Copilot analyzes customer interactions across channels like emails, chats, and support tickets and provides summaries. This helps agents save time in analyzing transcripts and recordings, understand the problem more accurately, and resolve them quickly. The summarization feature by Copilot is useful when contact centers have to deal with a large volume of call transcripts. It enables agents to identify the exact problem and find solutions. For example, let's go back to the ride-hailing app we mentioned in the beginning. The agents can use Copilot to summarize the conversation between the driver and customer, identify who initiated the argument, and make the right decision. This helps agents provide timely and accurate responses to such situations and earn the customer and other stakeholder’s trust. 

2. Analyze transcripts to understand the root cause and make improvements

Copilot is a generative AI-powered chatbot that answers basic customer queries. However, there’s more to it. Agents can use it to understand the root cause of escalations and make improvements to enhance customer service. This is especially useful when contact centers deal with recurring complaints and need solutions to prevent the problem from snowballing into a larger issue and causing reputation damage. To boost the Copilot’s efficiency, contact centers can integrate it with existing CRMs and contact center solutions. This will give agents access to holistic customer data and interactions, help them accurately identify recurring issues, patterns, and themes, and share valuable insights with product and service teams to improve offerings. 

Let’s look at it with an example of an e-commerce company. With Copilot’s help, agents can analyze the transcript summaries of the common complaints they receive and infer that customers escalate when their packages go missing. The contact center can analyze the transcripts between the customer and the agents to understand the root cause behind escalations, identify the dialogues and phrases that could lead to escalations, and train agents to address them effectively. This will help contact centers reduce escalations and enhance customer experience. In fact, companies can also train Copilot-powered chatbots to provide responses that prevent escalations and make customers happy. A consistently good experience will help companies gain customers' trust and allow them to cross-sell or upsell products and earn more revenue. 

To get the best out of generative AI solutions like Copilot, contact centers can integrate it with existing business processes and enterprise apps like CRM and contact center solutions. This will help companies understand customers more deeply, prevent churn, and make data-driven decisions that can generate revenue. 

How InovarTech’s Copilot Services Can Transform Contact Centers into A Revenue-Generating Center

At a time when businesses are hyper-competitive, generating revenue from new and existing customers has become challenging. Companies must be responsive and proactive in addressing customer queries and identifying trends to meet customer needs and give them a competitive edge.

Copilot can provide companies with that superpower. It can summarize conversations across all channels, identify the root cause of escalations that often go unnoticed by agents and decision-makers, and help companies make informed decisions to improve customer experience.

However, companies will have to integrate Copilot with their enterprise apps and business processes to unlock its full potential and turbocharge agent’s productivity and efficiency. 

At InovarTech, we understand how important it is to integrate Copilot with enterprise apps and business processes to ensure smooth operations. Thus, we help enterprises integrate Copilot with apps like SAP, ServiceNow, Salesforce, and custom applications while adhering to data privacy and compliance standards. This helps reduce customer escalation and find opportunities to drive growth and revenue.

To integrate Copilot seamlessly with enterprise apps and set on a journey of improving contact center operations, contact us.