Call Deflection Through AI Chatbots

1. Handling Calls Is Expensive 

When it comes to handling customer queries, some contact channels prove particularly more expensive than others. This is because they rely on human intelligence and therefore a wage, whereas those that are operated by AI do not. 

Therefore it is no surprise that agent-assisted channels are more costly than AI-powered channels such as AI chatbots. In fact, a study revealed that call handling in the contact centre is significantly more expensive than other channels such as email and self-service channels including chatbots. 12,000% more expensive to be exact. 

However, A large portion of the calls that reach the contact centre are simple, routine questions. The type that has one basic answer and does not require further investigation. Routine queries that are being dealt with in the contact centre are unnecessary costing companies when they could be automated using AI at just a fraction of the costs of call handling.  

2. High Call Volumes Lead To Long Wait Times

Contact centres are designed to provide customers access to support when they need resolutions to complex issues. This category of issue is complicated and requires human discretion and emotional understanding – traits that cannot be replicated by AI.  

So when phone lines become unnecessarily congested with an influx of routine queries – queries that have been misrouted – wait time is affected.  

Long wait times cause frustration amongst customers, particularly for those that have complex issues that cannot be resolved using other contact channels. The knock-on effect of which can often reflect negatively in CSAT ratings. 

3. Telephony Is Not Everyone’s Preferred Contact Channel 

For many customers, picking up the phone is not the preferred contact channel. In a study, 73% said they prefer to solve issues themselves using a company website or self-service method. 

Therefore if self-service is not included within your customer service offering, is difficult to navigate to or does not work effectively, there is a risk that CX will be affected. Particularly when so many have busy lifestyles and don’t have the time to sit on hold, waiting for the line to become clear. 

4. Disjointed Journeys Lead To Poor CX 

Rarely is the user journey that involves telephony ever smooth. First, the user must source the correct contact number, wait on hold to speak to an agent, explain their query, only to be told that they will be transferred to another department where they must repeat their query. 

This is not a smooth journey, nor will it result in positive CX. This disjointed type of journey leaves customers feeling undervalued and frustrated which is when they will begin to consider switching to a competitor, impacting customer retention and loyalty.