Pandemic has undergone significant transformations in lots of contact centre business operations. Let's look at how artificial intelligence can enhance the consumer experience by reducing consumer effort.

2. What is Consumer Effort?
Customer effort refers to how much
effort a customer puts into a business
transaction, like making an order or
receiving delivery. It’s a metric on how
much time a person puts into fixed
customer problems and provide
services.

3. 6 Way To Minimize Consumer Effort With AI Features
Chatbots For Self-Service Support
AI-Enabled Virtual Assistants
Agent Conversation Guides AI
Predictive Behavioral Routing
Voice Self-Service
AI-Powered Analytics

4. #1. Chatbots For Self-Service Support
Consumers are getting more comfortable with
chatbots, which is a great advancement.
Businesses use chatbots on their websites to
assist with sales conversions, customer inquiries,
and order completion.
AI-powered chatbots can converse and
understand the human language. They are capable
of doing several tasks and serving hundreds of
clients.

5. #2. AI-Enabled Virtual Assistants
Smart assistance will help agents enhance effort-
related metrics, like first contact resolution, hold
times, and transition speeds.
Bots can improve agent efficacy, and efficient
representatives can reduce consumer effort
considerably. Bots embedded in the agent’s app
can retrieve relevant intel based posts,
recommend next move, and simplify post-contact
tasks.

6. #3. Agent Conversation Guides AI
For example, these agent guides remind
representatives to display concern for consumers,
who have their own very busy lives.
AI supports agent’s soft skills. An AI conversation
guide will listen to any encounter and estimate
consumer’s emotions in real-time. Agents use it to
train their soft skills in real-time.

7. It also allows them to discuss information such as
account balances, meeting dates, and retrieval
times.
It allows callers to converse effortlessly with the
IVR system. The chatbot used here is also called
Conversational AI. As the name suggests,
consumers can directly converse with the AI about
their needs, and the IVR will guide them to their
desired outcome.
#4. Voice Self-Service

8. #5. Predictive Behavioral Routing
A consumer’s effort will be reduced if both
agents are on the same page.
By taking into account the consumer’s
personality and desires, predictive behavioural
routing personalises the customer-agent match
process. This raises the possibility of the agent
comprehending the client's needs and solving
queries faster.

9. You'll still be able to see if the improvements are
bringing you the results you anticipated.
AI-powered analytics will help you cover blind
spots and locate issues which were not
discovered before. You'll be able to recognise and
fix points of friction if you have tools that can
track the whole consumer experience.
#7. AI-Powered Analytics

10. Acefone delivers cloud-based communication
services such as hosted phone systems, free
phone numbers, and contact centre solutions.
Acefone can help intelligently route calls,
monitor customer sentiment, improve self-
service choices, and more. Contact Acefone
today to learn more about how artificial
intelligence (AI) can make the call centre run
more efficiently.
To know more visit:
www.acefone.com/uk or you can call us at
0800-084-3663
About Us

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12. References
Automatic Speech Recognition: The Next Step In Contact Centre Solutions
Artificial Intelligence and Cloud Communication
Will AI Be The Face Of Future Customer Experience?