Balancing contact centre customer wait time and agent staffing: there’s a bot for that

Across all industries it is a common problem for contact centres – balancing customer wait time and agent staffing.

If it is not done right, contact centres might either staff too many agents, thus increasing operating costs, or too few agents, thus increasing customer wait time. This increased wait time translates to poor customer experience and even lost customers.

But what if you don’t have to sacrifice customer experience while reducing agent burden and thus operating costs at the same time? Advanced artificial intelligence (AI) and machine learning–driven conversational chatbots (virtual agents) could be the solution.

Chandra Reddy, solution advisor for the travel and hospitality industry at Amazon Web Services (AWS) shares a hypothetical customer example that proves that businesses can not just enjoy better customer experience, but also see a 94% cost savings worth more than USD3 million in three years.