On 16th November 2023, Route 101 proudly sponsored PolyAI's event, VOX 2023. We were thrilled to be a part of this digital forum, filled with insightful conversations on how artificial intelligence (AI) can ease the challenges of contact centres and enhance the overall customer experience (CX).
In this blog post, we highlight two standout sessions from the event, but if you want to catch up on all the presentations, you can do so by visiting the event website.
Keynote presentation: Thinking about adding AI to your contact centre?
Terri DeMent, Director of Consumer Services at Nestlé Purina PetCare, set the stage for the event with a session on Purina's AI implementation roadmap for its contact centre.
Purina embarked on the AI journey motivated by the need for solutions that respond to evolving consumer expectations, increased complexities in its products and services, and shifts in the labour market.
Purina structured its roadmap around three primary objectives:
1. Creating Contact Centre of the Future: Incorporating the right technologies, processes, and procedures to enhance agility and efficiency
2. Building Agent/Team of the Future: Enabling front-line agents to concentrate on value-added work
3. Reporting of the Future: Ensuring that the voice of customers remains relevant and accessible
With these goals in mind and a focus on gradual progress, Purina began utilising AI to address frequently asked questions (FAQs), and, in the future, the team aspires to engage their AI to operate in multiple languages and assist with agent onboarding.
Purina emphasised that its AI journey has only just begun and encouraged organisations to continue evaluating AI possibilities. Terri also pointed out that effective implementation requires strong collaboration with technology partners and ongoing testing and fine-tuning of your AI agent can guarantee a smooth experience for customers and staff.
Fireside chat: How FedEx became the first company to launch a voice assistant that speaks in over 10 languages
This fireside chat between Paul Pugal, Managing Director of Customer Experience at FedEx and Brad Stein, Global VP of Solution Consulting at PolyAI, focused on a case study of how FedEx integrated AI into their busy contact centre.
FedEx first began exploring AI capabilities during the pandemic. With staff working remotely during COVID-19 and engrossed in numerous projects, the company faced the challenge of increased calls and fewer agents due to sickness.
FedEx also began to recognise the importance of engaging with its diverse customer base in multiple languages for more effective communication. Automation metrics were also a key focus for the company, and achieving them while ensuring a positive customer experience became paramount.
The above challenges led to the integration of PolyAI's customer-led voice assistant. PolyAI was chosen not only for its language capabilities but also for its great performance in CSAT scores and insights that drive improvements to customer experience and operations.
FedEx initially launched PolyAI in the UK and rapidly expanded globally. And, as the session concluded, FedEx emphasised the significance of ongoing monitoring and adjustments to ensure long-term success with the platform.
Curious to lean more about how PolyAI can transform your contact centre operations?
Route 101 has recently announced its partnership with PolyAI, and our joint mission is to assist businesses in elevating their customer engagement.
Read all about it here and make sure to reach out to our team for more details.
