In 2023, contact centers invested $4.6 billion in AI technologies, with projections to reach around $6.4 billion by 2025 (IDC). Despite this significant investment, Gartner reports that about 50% of AI projects fail, and McKinsey suggests the figure may be as high as 70%. To maximize AI’s potential, contact centers executives should consider partnering with outsourcing providers who offer more than a la carte solutions. The most successful outcomes emerge when AI is seamlessly integrated into a comprehensive contact center strategy in support of agents. One of the most promising innovations in this space is the fusion of AI with the holistic approach called ACT’s Total Experience Formula™.
The AI Revolution: More Than Just Automation
While many contact centers are leveraging AI to automate processes and improve efficiency, ACT’s approach takes this a step further by seamlessly integrating AI with our Total Experience Formula™. This combination is not just about adopting new technology—it’s about reimagining the customer journey and enhancing every touchpoint by augmenting the agent experience.
A Holistic Customer Experience
AI’s role in contact centers extends beyond simple task automation. When integrated with ACT’s Total Experience Formula™, AI enhances the overall customer journey by reducing friction and personalizing interactions. Imagine a contact center where AI not only handles routine inquiries but also learns from every interaction to provide more accurate and empathetic responses. This holistic approach ensures that every customer touchpoint is optimized for satisfaction and efficiency.
Seamless Integration for Cohesive Solutions
Unlike standalone AI tools that can disrupt existing workflows, ACT’s integration of AI with our Total Experience Formula™ ensures a seamless enhancement of current systems. Our technology works in harmony with your existing processes and agents, offering a more cohesive and efficient solution that improves both operational performance and customer satisfaction without causing disruptions.
Real-Time Insights and Adaptability
One of the standout benefits of integrating AI with our Total Experience Formula™ is the ability to deliver real-time insights and adaptability. Our AI solutions continuously analyze customer interactions and feedback in real time, allowing us to quickly address emerging issues and tailor responses to individual needs. Further, ACT can intervene in real time by anticipating when a call is about to escalate and pull in the appropriate manager or subject matter experts to preserve a superior customer experience every time. This adaptability ensures that your contact center remains agile and responsive, even in rapidly changing situations.
Empowering Agents with AI
At ACT, we believe that AI should empower, not replace, human agents. Our CoPilot is designed to support agents by providing them with valuable information and predictive insights. This allows agents to handle customer interactions more effectively and with greater empathy, leading to improved service quality and enhanced customer satisfaction.
Customized Solutions for Unique Needs
AI, when integrated with our Total Experience Formula™, enables us to craft tailored solutions that meet the specific needs of each client. This customization enhances the customer experience by addressing unique preferences and requirements, leading to greater customer loyalty and advocacy.
Measurable Impact and Success
Our approach is not just about theoretical benefits; it’s about delivering measurable results. By combining AI with our Total Experience Formula™, we’ve seen significant improvements in client outcomes. From reduced handling times to increased customer satisfaction scores, the integration of AI has proven to be a game-changer in optimizing performance and achieving exceptional results.
ABOUT ACT: ACT was founded 27 years ago on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. We call it the Total Experience Formula™. Today, many of the world’s leading brands and Fortune 50 trust ACT to be an extension of their business to unlock their ability to respond quickly to rapidly changing competitive, business and compliance environments, to anticipate and scale for future needs, to outmaneuver their competition, to lower operating costs, to improve efficiencies, to drive revenue and increase customer engagement.
As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our clients, and their motivations are uniquely aligned to our clients’ success. When clients first come to us, we consistently find it to be an opportunity to transform their CX design and outcomes with a Total Experience approach, starting at the Employee Experience level.
ACT offers the operational expertise, technologies and best practices that you expect from a world-class BPO, combined with the innovative solutions, flexibility and individual
