One of the paramount challenges confronting Customer Service Leads in B2C companies is the optimization of desk call agent productivity and effectiveness in addressing customer inquiries. While routine queries are typically handled by chatbots or automated voice responders, those that escalate to desk call agents tend to be more intricate in nature. These can encompass a spectrum of issues such as payment disputes, fraud reporting, or points redemptions, necessitating a profound understanding of the product, workflow, and swift comprehension of the customer's specific circumstances. Failure to address client queries adequately and promptly can lead to adverse outcomes such as customer attrition, low CSAT/ NPS score or even the non-receipt of payments from customers. Although Customer Servi
Council Post: Customer Service Call Assist Using Generative AI
- By Biswanath Banik
- Published on
Call Agent Assist systems, powered by Gen AI, are at the forefront of industry innovation.
