Meridian can manage your inbound handling requirement whether it is with a number of dedicated agents or in a ‘blended’ service where your requirement is low and your responses can be dealt with agents working on several projects simultaneously, keeping costs to a minimum.
We have another solution where a new dramatic ability with cutting edge technology is proving a revolution:
“We are currently experiencing an unusually high volume of calls, your call is important to us, you are being held in a queue”
How many times have you heard that? What it really means is: “we don’t have enough staff here right now; it’s not cost effective for us to have enough of them here to answer all of the calls that we know that we are going to get at this time of day, so you’ll just have to wait”.
Artificial Intelligence (or AI) allows us to dramatically improve the call centre experience. The Artificially Intelligent Call Centre will be staffed by artificially intelligent software agents that have been trained just like human agents, but:
- They perform at the highest level all the time, providing consistently excellent customer service
- They cost a fraction of a human agent, staffing and management overheads are dramatically reduced
- Maximum capacity is always available and extra capacity is available on demand
The AI Call Centre™ will be staffed by software agents that have been trained in specific areas of the business (as human agents are today).
The training will only need to be covered once, not every time a new recruit is hired. This is another example of the benefits of the AI Agents: far fewer training staff are required and all agents are trained to the same high level.
Using an insurance company as an example, agents are trained to handle new accounts, renewals and claims.
These are clearly defined tasks, where rules and logic are already used to direct and limit human agent’s actions by a computer.
The Artificially Intelligent Directed Agent™, or Aida™ for short, will be able to:
- Understand you telling it what you want, within the clearly defined scope of the type of call being handled.
- Use business rules and logic to decide what to do, using information from a database as the human agents do today.
- Subject to your approval, it will update the computer system to complete the call, just as the human agents do today.
You are able to personalise features of the agent to suit you, features such as name, gender, sound of the voice (as with some SatNav systems)
