How Conversational AI Is Reshaping the BPO Customer Experience

Artificial intelligence (AI) is here, and it has already had a significant impact on business process outsourcing (BPO). AI technologies are empowering the evolution of BPO companies into reliable partners for success. The emergence of conversational AI in BPO helps establish strong relationships with customers by providing the best possible customer experience. Businesses recognize that they can rely on conversational AI to enhance operational efficiency and effectiveness. Thus, it should no longer be surprising that many companies now offer AI outsourcing services. Companies recognize that AI will continue to play a significant role in their future success. 

How Conversational AI Is Reshaping the BPO Customer Experience

• Better Resolutions: Conversational AI consistently provides practical assistance to call center agents, enabling them to deliver more effective support. Conversational AI provides recommendations on how to resolve customer concerns effectively. Thus, the call center agents gain tremendous confidence in addressing customers’ problems, which leads to better resolutions. When there are always effective resolutions to concerns, this brings great satisfaction to the customers. Customers will not hesitate to call whenever they have problems because they already know what to expect. 
• 24/7 Support: BPO companies can now offer 24/7 support thanks to conversational AI. The customers highly appreciate this because they do not want to call a customer service hotline that is unresponsive. Just because it is already the weekend or a holiday does not mean that customers will no longer have any issues. Thus, it is a significant relief for customers to know that BPO companies can address their concerns around the clock.
• Multilingual Support: Gone are the days when BPO companies can only offer the typical responses to customers using the English language. Nowadays, BPO companies can already provide multilingual support through conversational AI. Thus, this means that BPO companies can now cater to the needs of customers worldwide through the support of conversational AI. BPO companies do not have to settle for English-only customer service, as they can provide multilingual support and still achieve excellent results.
• Omnichannel Options: BPO companies can now offer their customers omnichannel options, thanks to conversational AI. Voice, chat, and email options are now available for customers to use if they have any concerns they would like to raise. Thus, this is very convenient for customers because they now have numerous channels to choose from when sharing their concerns. The accessibility of BPO companies significantly improved through the help of conversational AI.

Why Magellan Solutions is the Right Choice

• Excellent Customer Support: Through conversational AI, we consistently deliver exceptional customer support. We are always ready, even if there is a massive volume of calls, because we have conversational AI that assists our human agents. Thus, our customers consistently feel happy and satisfied with the quality of service we provide.  
• Multilingual Support: Our clients can choose from a variety of languages for our multilingual customer support services. We can provide multilingual call center services in the following languages: French, German, Chinese, Japanese, Italian, Spanish, Korean, Thai, and Bahasa Indonesia/Malaysia. Thus, this reflects our commitment to delivering the highest-quality multilingual customer support to our international clients. Our multilingual support is available in various communication channels. Our global customers can contact us via phone, chat, and email whenever they have concerns. 
• Data-Driven: The conversational AI that we use gathers data about the typical concerns and inquiries of the customers. The conversational AI also collects data on escalated problems due to complexity. We then use these data to make informed decisions consistently, thereby improving customer satisfaction. We already know what to expect from our customers due to the crucial insights our conversational AI provides. 

The Bottom Line

The emergence of conversational AI in BPO is not something negative at all. Instead, it is a positive development that deserves recognition because it presents an opportunity that companies can capitalize on. BPO companies will continue to utilize conversational AI in the long run because they recognize that this technology will enable them to deliver an excellent customer experience. With conversational AI transforming BPO customer support, the future certainly looks bright for BPO companies. BPO companies can continue to expect sustained productivity and profitability moving forward, thanks to the support of conversational AI. 

Interested in Conversational AI-powered Customer Service?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering an outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about our conversational AI-powered customer service. You can also contact us now and receive a complimentary 60-minute consultation.