AI and contact center retention: How happy agents stay longer

Daphna Doodeman, Customer Success Manager

Artificial Intelligence (AI) is revolutionizing customer service, transforming how contact centers operate.

While the impact of AI on efficiency and customer satisfaction is widely recognized, its effect on agent retention is equally important. By creating a more positive work environment and increasing job satisfaction, AI contributes significantly to agent retention in contact centers.

The impact of AI on agent workload

Agent turnover is a big issue in contact centers, often resulting from stress and burnout due to high workloads and repetitive tasks. Unfortunately, customer service is often a thankless job that involves not only dealing with raging customers but having to be nice to them. Having technology that can help get those people the right answer, at the right time, every time would be a good thing.

AI features like Agent Assist help make life easier. By automating repetitive tasks and streamlining agent workflows, AI reduces stress and allows agents to focus on more engaging and satisfying aspects of their roles… Instead of answering “where’s my order” for the 10,000th time!

Workflow automation and agent satisfaction

Workflow automation, one of AI's key features, plays a crucial role in increasing agent satisfaction. AI's machine learning models can identify patterns in tasks and automate them, reducing the need for manual intervention. This leads to less time spent on mundane, mindless tasks, freeing up agents to focus on complex problem-solving and interaction with customers - aspects of their roles that they find more fulfilling.

Real-time artificial intelligence and agent efficiency

Real-time artificial intelligence is another AI feature enhancing agent efficiency. By providing real-time assistance during customer interactions, AI tools like Agent Assist can help agents resolve queries faster and more accurately. This not only improves customer service but also boosts agents' confidence and job satisfaction.

Generative AI: The next step in customer service

Generative AI is a more advanced form of AI that enhances the quality of customer interactions. Instead of using canned responses, generative AI can craft personalized responses based on the context of the conversation.

Generative AI can also tell if the customer is happy or angry, if the conversation is going well or not, and then suggest solutions, like offering the customer a discount, free shipping, etc.

This leads to more satisfying customer interactions and a more engaging and satisfying work experience for agents.

The link between happy agents and customer satisfaction

Happy agents are more likely to deliver better customer service, leading to higher customer service satisfaction. But the benefits don't end there. Happy agents are also more likely to stay in their roles longer, reducing the costs and disruption associated with high turnover. In this way, AI contributes to a virtuous cycle of improved agent satisfaction, better customer service, and higher agent retention.

The future of contact centers is AI

AI is not just a tool for improving efficiency and customer service. It's a crucial factor in creating a better work environment for contact center agents, leading to higher job satisfaction, improved retention rates, and most importantly, happier agents.

At Deepdesk, we're committed to harnessing the power of AI to create happier agents and happier customers. Discover the difference AI can make in your contact center today.

Happy agents, better conversations

Increase NPS, without the cost: Deepdesk's AI technology helps customer support agents to have more fulfilling customer conversations.