TTEC won the Gold award for Best Use of Thought Leadership during the 18th annual Stevie Awards for Sales & Customer Service April 12 in Las Vegas. The Stevie Awards are among the world’s top honors for customer service, contact center, business development, and sales professionals.
Helping associates deliver better CX
Our generative AI-powered Let Me Know tool enables contact center associates to resolve issues they previously couldn’t by delivering answers to their desktops much faster than usual.A common problem plaguing contact center knowledgebases is they often include outdated and irrelevant material. This leads to associate frustration when search results are useless, and ultimately leads to a poorer customer experience.
With Let Me Know, TTEC harnessed the power of generative AI, data annotation, data analytics, and insights to ensure a knowledgebase contains only current, relevant articles. This ensures that when associates search for information, they receive relevant material they need to deliver quick and successful resolutions for customers.
Our proprietary tool provides a well-controlled, secure, and monitored data storage environment to ensure the greatest knowledgebase accuracy and integrity possible. And it lets associates depend less on keywords, enabling them to search for information in a more intuitive and conversational way.
When we piloted the tool among TTEC’s tech support associates, it drove quick results:
- 83% of users said it reduced stress during calls
- 86% of users used it for every call
- 17% AHT improvement for lower-tier performers
- 12% AHT improvement for mid-tier performers
- 5% AHT improvement for high-level performers
Based on that internal success, we began rolling out Let Me Know to our clients to help them improve employee and customer experience.
A longstanding commitment to AI
AI has long been at the center of what TTEC does. It’s an integral part of the technology and tools we offer that empower our clients to deliver better, faster experiences to customers and employees alike.In 2023, we significantly deepened and formalized our AI-related work by creating an AI Center of Excellence (COE). The COE brings together a cross-functional group of experts and thought leaders from throughout our business to guide our work and develop best practices around AI.
The COE centers on four core pillars that are important to our clients and the CX industry as a whole: how AI fits into the current and future CX ecosystem (enabling AI), where AI has the biggest impact on CX (AI in customer experience), the need to balance AI and workers (humans and AI), and related governance and ethical considerations (responsible AI).
The COE led to the launch of our site, ttec.ai, which serves as a comprehensive AI thought leadership hub, as well as the launch of our LinkedIn newsletter, "More Than Meets the AI,” which quickly amassed a following of more than 53,000 subscribers.
We also created the TTEC AI Readiness Assessment and Benchmark to help brands gauge where they are in their AI journey, and where they want and need to go.
