During the pandemic, call centers of government, hospitals, schools and businesses were overwhelmed by high demand, leaving both customers and employees frustrated. Thanks to the advances in technology and human-centered design, they can leverage technology to solve problems more quickly and humanise the contact center experience    

From frustrated hang-ups to engaging interactions 

Today, success might require reimagining the entire customer experience. It’s about solving peoples’ problems as quickly and painlessly as possible. Contact centers play a huge role in customer satisfaction—or dissatisfaction.  

By designing digital-first services that make solving user problems the top priority—above technology and efficiency—business and government agencies can create more empathetic interactions, ensuring that the technology is helpful rather than infuriating. The goal is to make customers’ lives easier, with options including omnichannel touchpoints. 

For most healthcare organisations, their call center is their first line of defence when it comes to fielding patient inquiries and resolving any challenges patients might be experiencing. To generate greater satisfaction, healthcare teams need a modern technology that helps streamline patient care while simultaneously delivering a private, secure, and personalised experience. How can healthcare organisations provide modern patient experiences and streamline patient engagement, and transform patient journeys with empathetic interactions?  

The standard perception of good or poor customer service in business also applies to the education industry as well. Institutions that meet the demand for excellent customer service in the education industry and treat students as customers and provide them with rapid and personalised service stand to increase enrollment, improve retention and reimagine market potential.  

Financial services organisations today are focused on building accessible, seamless and secure customer experiences. The rise of digital banks, payment platforms and fintech disruptors has created an innovative and competitive customer landscape. Maintaining customer mindshare, reducing the cost to serve, and driving agility through accelerated digital transformation and customer experience (CX) are key to sustained growth.  

Customers today want effortless financial services with personalised support — available across all channels, all the time. They expect a seamless and superior digital service standard from the financial services industry. Hence the question arises: how financial institutions modernise contact centers provide a high-quality customer experience is a competitive differentiator and the key to sustained growth.  

Unlocking Personalised Experiences Through the Power of AI 

The AI market has experienced significant growth, primarily due to the adoption of AI-powered personalisation and digital expansion strategies, which are essential for meeting the needs of modern customers. Additionally, conversational intelligence is increasingly becoming an essential part of AI-driven personalisation across all enterprises.  

In recent years, businesses across various industries have adopted AI to provide customised experiences for their clients. AI-powered personalised experiences, such as chatbots, are being implemented by organisations to improve the user experience.   

The growth of AI and conversational intelligence have enabled companies to gather and analyse data, leading to tailored recommendations, improved customer engagement and increased customer satisfaction. If corporates and governments continue to adopt these technologies, they will be well-positioned to provide a better experience for their customers and citizens, remain competitive and thrive in the digital age.   

With the immense potential in creating personalised experiences for users, AI-based systems use machine learning to better understand the needs of customers, continually learning from past events. In time, these systems will be able to predict, with increasing accuracy, why a particular customer is contacting the agency, and route them to the appropriate service channel. 

OpenGov Asia is pleased to invite you to an exclusive OpenGov Breakfast Insight that aims to provide the latest information on leveraging new technologies and human-centered design principles to rethink the contact center experience. This is a closed-door, invitation-only, interactive session with the top public sector, financial institutions and enterprise leaders from Indonesia. 

OpenGov Breakfast Insights are concise, to-the-point, strategic-level discussions designed to bring learning to the highest level! The unique proposition of an OpenGov Asia Breakfast Insight is the integration of cutting-edge inputs from expert speakers and interactive discussion among the participants.