home Customer Experience NICE introduces AI solution for voice of the customer to prevent customer churn

NICE introduces AI solution for voice of the customer to prevent customer churn

NICE Enlighten AI Feedback is designed to identify and then turn at-risk customers into loyal net promoters by automating and deploying real-time hyper-personalised, contextual, conversational surveys at scale. Enlighten AI Feedback aims to expand closed loop efforts, quickly resolve customer issues, and prevents churn.

Contact centre leaders are charged with improving satisfaction and loyalty while increasing operational efficiencies, but they lack the right tools to take agile action with at-risk customers – especially high value customers – to efficiently and quickly resolve their issues. Enlighten AI Feedback addresses this by expanding upon NICE Satmetrix Voice of the Customer using out-of-the-box AI models to proactively achieve even higher levels of customer satisfaction and loyalty with reduced time and effort, and increased accuracy – at enterprise scale.

Omer Minkara, vice president & principal analyst, Aberdeen,said, “Today, firms learn causes of customer churn after losing their clientele. Modern contact centres don’t need to pay such a high price of frustrating or losing their clientele. Contact centres using AI capabilities achieve 2.3x greater improvement in first contact resolution rates, 3.5x greater annual increase in customer satisfaction rates, and an 11.5x greater annual improvement (decrease) in service costs. .    

New consumer habits and new journeys rooted in our digital environment are here to stay. As a result, consumers are reaching out to contact centres for more reasons than ever before – during online research, while making purchases, with post purchase inquiries, and for renewal. And, consumers are interacting in more channels than ever before – including online chat, text, and social messaging, in addition to voice and email.

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