In 2015, 83% of US online adults spoke with a contact center representative over the phone, and 65% contacted customer service via a web chat or instant message. That’s a whole lot of conversations – and many contact centers are struggling to keep up. The biggest challenge? Accurately understanding what the customer needs and getting them in touch with the correct representative the first time.
As you might suspect, that’s easier said than done. Fortunately, advances in artificial intelligence and natural language understanding have made it easier to discover customer intent in real-time and use that knowledge to accurately route support tickets and calls.
Check out this infographic showing how one company used Luminoso to drastically reduce the amount of time it took for them to process, analyze, and categorize contact center tickets.