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.