When we say that CX orchestrated on an AI hyper-platform can redefine end-to-end customer service, it means that it can perform a multitude of interconnected functions. And when we say perform, we mean automate—and at scale. It’s easy to forget just how powerful an AI-driven platform can be, especially one with purpose-built AI models embedded throughout.To help break it down, we’re going to go through the top seven automation opportunities to drive the next generation of customer service.
1. Execute end-to-end CX workflows
The first automation possibility is critical—getting smart customer workflows in place can be the difference between thousands (millions!) of frustrated customers to satisfied ones. Disconnected, unintelligent workflows can lack personalization and efficiency, often hindering positive customer AND employee experiences. CXone Mpower provides an intuitive orchestration experience, allowing users to seamlessly design customer journeys end-to-end. Starting with the initial touchpoint, every step is perfectly executed, which is made possible by leveraging a single platform, unified data, and proven intelligence.All journey workflows are connected, bridging the gap between front and back-office teams and processes. This means smooth transitions of customer queries across every touchpoint and channel. This approach eliminates bottlenecks and improves collaboration, heightening the impact of interconnected workflows throughout the organization.
2. Augment the workforce in real-time
Another strong automation opportunity is the ability to act as an intelligent copilot for employees, providing real-time augmentation to boost productivity and service quality in all customer service roles. Aberdeen Strategy & Research found companies that empower their employees with AI report 5.4x greater YoY increase in employee productivity (10.3% vs. 1.9%) and 3.3x greater YoY increase in employee engagement (11% vs. 3.3%). For front-line agents, CXone Mpower can provide suggested responses and memory-based guidance on what to say to assuage an angry customer, identify compliance risks, or help align agents on corporate policies like issuing returns or refunds. For back-office support, CXone Mpower can leverage customer history and context to aid in dealing with a thorny technical problem, which helps automate routine tasks for the employee and allows them to focus on the human touch.
3. Proactively identify coaching opportunities for supervisors
Augmentation provided by CXone Mpower doesn’t stop at the agents—it extends to the supervisors. With conversational insights and suggestions, supervisors get real-time coaching recommendations, enabling personalized feedback tailored specific to an agent’s training needs. CXone Mpower is agile enough to track emerging trends and performance risks among agents, before a human could detect them, which directs the supervisor to when and how they should intervene to correct course.
4. Personalize service automation
The fourth automation opportunity is a real star—being able to build smart self-service that completely contains customer inquiries with quick resolution. With CXone Mpower, businesses can build AI agents that are not only sophisticated but also tailored to specific customer service needs. These AI agents quickly identify context and leverage memory of the customer to work towards swift resolution. They are trained on past interactions so they can handle queries like an expert from day one—across voice and digital customer service channels. And, AI agents continuously learn from their own interactions and those of your top-performing agents to become more efficient and effective with every interaction handled.
5. Create personalized customer journeys
Personalization makes the difference between a consumer who feels like a number vs. a valued customer. CXone Mpower is on top of that. Blending customer data from AI-based insights and memory contact offers a complete, contextual customer picture. Whether it’s a human or AI agent-led conversation, these insights help agents understand not just the customer intent, but also provides more detail into the why. And personalization also comes down to channel choices and routing. Through AI guidance, CXone Mpower directs consumers through the best channels to resolve their issues seamlessly.
6. Centralize data and knowledge base
How can you be sure the right information is collected, stored, and transmitted? A centralized data and knowledge base is essential. When data is spread out over disparate points, the information ends up being siloed, slowing down operations. With CXone Mpower’s centralized data hub, your agents no longer waste time searching for scattered information, ensuring faster resolutions and happier customers. The unified platform makes sure that everything is accessible, organized, and ready for action. You’re ready to take advantage of the full potential of your data by using the most relevant and up-to-date information on every decision.
7. Understand the investment
It’s increasingly important for organizations to understand the performance of their AI solutions to quantify benefits as they transform. AI adoption helps firms reduce service costs by 4.3x more YoY, compared to non-users (6.0% vs. 1.4%), according to Aberdeen Strategy & Research. CXone Mpower provides CX leaders with complete visibility into the usage and ROI of their AI applications. This includes breaking down the return companies can expect from their AI investment like the money and time saved by using these applications, the impact on automation containment, and even agent utilization of Copilot guidance. For instance, leaders can identify the success rates of the guidance being provided to agents, as well as how often it’s modified and what those modifications are. This feedback is then used to optimize knowledge content and improve the CXone Mpower prompts.
7 is just to start
The future of customer service is here and it starts with CXone Mpower. See how your business can thrive by exploring our platform’s unmatched capabilities and real-world success stories today.These seven automation opportunities are the start—explore more how AI and automation at scale can supercharge your customer service. And see how other companies have achieved results with CXone Mpower automating their customer service.
