Where do better customer experiences (CXs) originate? Well, primarily with top-notch agents who are well-trained resources when it comes to support. Many companies today focus on hard skills, forgetting that so-called “soft skills” are still likely to keep customers happy. Soft skills, of course, are not as easy to teach in the context of improving the customer experience. In that vein, artificial intelligence (AI) can go a long way in evaluating and correcting agent behavior to enable the development of soft skills.
NICE recently announced that Open Network Exchange (ONE), a full-service business solutions provider serving the travel industry, has improved its overall CX strategy through a digital transformation using NICE Enlighten AI. Enlighten, NICE’s purpose-built CX AI, enables ONE "to create more seamless customer experiences for every interaction," according to the companies. Open Network Exchange added Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness and Enlighten XO to its existing CXone solution to augment its agent’s capabilities with AI built for CX.
By using Enlighten to measure agents' soft skill behaviors, they improved CSAT and Sales Effectiveness and provided targeted coaching that enables better guest and agent experiences. ONE Supervisors now receive relevant and precise AI-driven insights about individual agent and team performance, eliminating five hours of manual work per supervisor each week previously spent looking for qualified calls to score. With a visual representation of call drivers and agent behaviors, supervisors can now objectively monitor agent performance on every interaction.
Within six months of implementation, ONE has seen tangible results, including an ongoing 5% monthly decrease in score disputes each month, 95% CSAT, and the deflection of 76% of payment call volume with effective self-service options.
“Enlighten has revolutionized the way that Open Network Exchange handles customer experience and quality assurance,” said Alexandria Doucet, Quality Analytics Manager, Open Network Exchange. “Instead of spending an average of five hours per week just finding a call that even qualifies, we now have a more holistic view because each and every interaction contributes to the result. Besides time efficiency, the biggest benefit has been on the employees themselves because they are getting coaching catered to their specific skills and opportunities on 100% of their total interactions. Enlighten AI has fundamentally transformed our company’s operations.”
Edited by
Alex Passett
