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As finalists in both the Best Application of AI in an SME and the Best AI in Consumer/Customer Service at the 2024 AI Awards Ireland later this month, Group CIO Stefan Goor and Ardanis Head of Innovation JC Durbin were delighted to take part in the new AI Ireland podcast with Mark Kelly, an AI Keynote Speaker.
In this episode Stefan and JC discuss how the AI platform Aileen is transforming call and contact centre operations, agent well-being and customer satisfaction. Aileen plays a crucial role in enhancing customer support productivity, boosting First Contact Resolution (FCR) and CSAT scores, and reducing Average Handling Time (AHT), giving call and contact centres a crucial edge in customer experience.
In the podcast, Stefan and JC highlight the stress that is evident in call centre roles and how Aileen can relieve these daily pressures. By automating repetitive tasks, Aileen allows agents to focus on more value-driven work, giving them the ability to have more meaningful interactions that require human empathy. Aileen not only enhances the agents’ job satisfaction but also reduces turnover rates, fostering a more stable and skilled workforce for the sector.
View the full podcast episode at: https://aiireland.ie/2024/11/12/e170-enhancing-call-center-efficiency-with-ai-with-ardanis-stefan-goor-and-jc-durbin/
To learn more about how Aileen can transform your customer service operations click here.