Unlocking the power of AI for exceptional customer experiences

Two people discuss AI implementations and the benefits of learning from the experience of a partner like Bell.

In today's competitive landscape, delivering personalized customer experiences is no longer a nice-to-have, it's a necessity. To achieve this, businesses must streamline their internal processes and empower their teams to provide exceptional service.

AI: The catalyst for personalized customer journeys

AI has revolutionized how businesses interact with their customers, enabling them to deliver personalized experiences at scale. Virtual agent is a great example of an AI-powered contact centre solution that can enhance the customer experience. With virtual agents you can instantly answer common questions to reduce call volume and accelerate resolution times and automatically direct customers to agents with the expertise they need to resolve complex issues. This reduces repetition and resolves issues quickly and efficiently.

Bell's journey: transforming customer experiences with AI

At Bell, we've witnessed the transformative power of AI firsthand. With one of Canada's largest contact centres, we understand the importance of catering to changing customer needs at scale and across multiple channels. We recognize the need to deliver quick, efficient and consistent experiences, regardless of whether customers were seeking support for existing products or exploring new Bell offerings.

We embarked on our journey by establishing a foundation with conversational AI. This technology, powered by natural language processing (NLP), enables us to understand and respond to customers in a natural and engaging way. Building on this, we developed a virtual assistant leveraging generative AI, which further enhances contextual understanding and dialogue generation.

Our generative AI virtual assistant has been a game changer, providing customers with fast and relevant support via chat with multi-language support, driving customer satisfaction and operational efficiency. Widespread adoption of the tool has enabled our contact centres to handle over three million inquiries to date¹, helping to direct customers to self-service options when appropriate. With the virtual assistant managing chats with customers, questions are handled by AI, allowing more complex issues to be directed to live agents faster.

Additionally, through accurate identification of customer needs upfront, our virtual assistant can route customers to the right sales or support agent using key features including:

- - Generative hybrid steering: This ensures the virtual assistant accurately understands requests (with a 97%¹ recognition rate) and asks insightful follow-up questions. This results in relevant responses that align with our brand guidelines and achieve desired CX outcomes, such as quick resolutions or seamless handoffs to a sales agent when needed.
  - Self-learning: The virtual assistant is constantly learning and evolving, continuously improving its accuracy and sophistication through feedback and insights. This self-learning capability minimizes human intervention and reduces the overall cost of support.

Unlocking the power of AI for your business

There are some challenges to integrating AI effectively, but Bell is here to help. We partner with leading contact centre as a service (CCaaS) and AI companies like Genesys, NICE, Google, Amazon and 8x8 to help you maximize your contact centre’s potential.

Our bilingual advisory teams have the expertise to guide your business through digital transformation. This includes:

- - Optimizing your contact centre: We identify opportunities and address technology gaps, preparing your organization for cloud contact centres with AI.
  - Creating a custom CCaaS with conversational AI roadmap: We analyze your existing cloud technology and recommend solutions tailored to your specific needs.
  - Guiding your AI implementation: We help you identify growth areas, efficiencies and potential return on investment (ROI), leveraging industry best practices.
  - Developing a strategic AI plan: We guide you through the complexities of integrating AI into your ecosystem.
  - Automating your workflows: Our expertise in Salesforce, ServiceNow and cloud solutions – enhanced by our acquisitions of FX Innovation, CloudKettle and HGC Technologies – allows us to seamlessly integrate critical CRM data, enhancing data quality and enabling end-to-end workflow automation.