In the digital age, when customer expectations are increasing and competition with competitors is becoming increasingly fierce, it is inevitable that contact centers invest in artificial intelligence (AI).

According to Forbes, 74% of consumers are willing to make a purchase based solely on their experience. MIT Technology Review reports that nearly 90% of contact centers have seen significant improvements in complaint resolution speed when using AI. It can be seen that the AI ​​revolution will create breakthroughs in customer experience, improve customer satisfaction, and increase the overall efficiency of the contact center.

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Investing in AI assistants for call center agents is a strategy to optimize customer service call center performance.

Vietnamese businesses have not focused on investing in AI to support call center agents.

With the “trendy” AI, it is not surprising that customer care centers are actively investing in infrastructure, technology, systems, etc. However, in reality, many Vietnamese businesses ignore the experience of the call center operators themselves - the people who directly decide the quality of service.

Call center agents and customer service staff are having difficulties in the consulting and support process such as: wasting time searching for scripts, thinking of answers, difficulty grasping customer problems, difficulty finding interaction history, fatigue due to repetitive tasks, little time to focus on professional development,...

A Gallup study found that companies that deliver excellent employee experience (EX) and customer experience (CX) outperform their competitors by 147%. The two experiences are intrinsically linked, and businesses need to strike a balance.

OmiCX focuses on agent and customer experience

The OmiCX omnichannel customer experience platform was developed to address the above shortcomings, focusing on improving the experience of both customers and agents.

OmiCX applies AI to help agents achieve the best performance. Agent Assistant helps call center agents and customer service staff in processing information with outstanding features such as: real-time call transcripts, note synthesis and automatic follow-up task creation. These features are built on the basis of natural language processing and machine learning algorithms, not only helping agents quickly grasp information and interaction history, but also creating continuity in the work process, thereby improving expertise and work efficiency.

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OmiCX uses AI to deliver breakthrough customer service experiences

Mr. Dam Ba Quyen, Director of AI at Minh Phuc Transformation Company Limited (MP Transformation) said: “AI and Data Analytic technologies are applied to build customer portraits, create visual reports, track the results of outbound calling campaigns and coordinate incoming calls to agents, helping to reduce waiting time and bring positive experiences to customers. At the same time, OmiCX also synchronizes multi-channel interactions with customers on a single interface so that call center agents can easily track work, avoiding interruptions in the customer care process.”

With OmiCX, customers receive faster and more accurate service support, thereby improving satisfaction and engagement. For businesses, OmiCX helps build credibility, increase revenue, and improve overall Contact Center efficiency. With support from OmiCX, businesses can focus on developing long-term business strategies and improving service quality in a sustainable way.

OmiCX promises to deliver a better customer experience while enabling agents to perform their jobs most effectively. This is a comprehensive Contact Center platform that helps businesses evaluate and master the operations and interactions of their customers and employees.

OmiCX is a solution developed by MP Transformation - a provider of comprehensive solutions from human resources, systems, to AI-based call center solutions. With more than 22 years of experience in deploying and operating Contact Centers, MP Transformation announced that it has served more than 20 million customers and made more than 54 million calls.

Website: https://mpt.com.vn/

Hotline: 1900585853

Email: [email protected]

Le Thanh