James Ward, vice president of regulated industries at Talkdesk, said agencies seeking to transform the contact center to improve the citizen experience while allowing agents to handle more complex requests should consider adopting cloud technology powered by artificial intelligence, machine learning and analytics.
“Moving systems and processes into the cloud is a foundational step on the road to digital transformation, and new deployment methods enable agencies to keep existing call-routing structures while adding cloud capabilities,” Ward wrote.
He discussed how AI platforms could help agencies address the threat posed by social engineering schemes that coax people to disclose personal data. He cited Talkdesk Guardian and how the cloud-based contact center platform could help agencies detect identity theft, data leakages, fraud attempts and privacy-related breaches using machine learning.
Ward said implementing automated interaction scoring tools, post-interaction surveys and other capabilities to collect and analyze data could enable agencies to assess customer satisfaction and improve the citizen experience.
He also noted the potential benefits to agencies of deploying speech analytics in a call center.
“By applying speech analytics in the contact center, agencies can aggregate disparate data points across customer interactions and surveys; parse large volumes of data around key interaction moments, topics, audience and sentiment; and then convert that unstructured data into searchable reports and data visualizations,” Ward said.
“These real-time dashboards enable analysis on various attributes of CX, surface trends on strengths and weaknesses regarding automation strategy, and provide actionable insights on what and where to improve, as well as areas to proactively resolve potential issues before they occur,” he added.