Reducing call volumes using call deflection, automation, and AI

The current global health crisis is causing anxiety among customers and subsequently contact centers are facing two major challenges. Firstly, a significant increase in call volumes and secondly, the transition of employees to remote working and the potential of staff shortages.

An industry report recently published by Accenture suggests that nearly 57% of customers rate voice call support as their preference for issue resolution during a crisis. However, considering that burgeoning call volumes impact the already stretched workforce, directing inbound calls to digital messaging channels can provide much needed respite for both customers and contact center teams.

Call deflection is the most promising solution. Deflecting inbound inquiries to interactive digital messaging channels or self-service portals powered by AI chatbots can provide quick issue resolution to customers’ routine queries. This also reduces the pressure on agents who can focus on more complex inquires without being overloaded.

IMImobile is a communications software provider whose solutions enable enterprises to automate digital customer communications and interactions to improve customer experience and reduce operating costs.Gresham House Strategic PLC (LON:GHS) has a 12% ownership of IMImobile plc as of June 2018.

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