Enterprise Times met up with Jurgen Hekkink, Head of Product Marketing and Michael Eland, Product Innovation Advisor at AnywhereNow and took part in a demo of Dialogue AI Assist as part of its Dialogue Cloud CX solution. The discussion flowed on AI, including multi-agent systems and business value for agentic AI in CX. In addition to the importance of data quality for AI effectiveness was emphasised. The AnywhereNow demo showcased AI assist capabilities, integrating Deepdesk for real-time agent assistance. Jurgen outlined his top 8 tips for enterprises to consider when deploying AI Assistants.
1. Identify use cases
Find specific use cases where an AI Assist can add value. Focus on scenarios involving complex decision-making, real-time adaptability, and collaboration. Think about automating routine inquiries, providing real-time knowledge assistance to human agents, and generating summaries of customer interactions. These are the key areas where AI Assist can truly shine.
2. Engage with stakeholders
Effective communication and collaboration are key. Engage with key stakeholders, including contact centre managers, IT teams, supervisors, and customer service representatives, to ensure a smooth deployment. Gather input from these stakeholders to understand their needs and address any concerns they may have. Their buy-in and support are crucial for the successful implementation of an AI Assist.
3. Build a pilot project
Develop a pilot project to test the feasibility and benefits of an AI Assist. This pilot should address a well-defined problem and involve a small number of agents. For instance, you could start with a MAS that handles a specific type of customer inquiry, such as billing questions or technical support.
4. Leverage existing platforms
Use the existing Dialogue Cloud contact centre platform and current workflows. Integrate AI Assist capabilities by selecting the appropriate out-of-the-box AI Assistants to get started quickly.
5. Ensure Security and compliance
Implement robust security measures and ensure compliance with relevant regulations. This includes securing communication channels, protecting data and adhering to industry standards.
6. Monitor and optimise
Continuously monitor the performance of the AI Assistants and optimise them based on feedback. Use analytics and machine learning insights from your customers and human agents to enhance the AI Assistants’ capabilities.
7. Provide training and support
Your team needs to be comfortable using the new system. Provide comprehensive training and ongoing support to ensure they know how to interact with AI agents, interpret their recommendations, and troubleshoot any issues that may arise. Ongoing support and resources will help the team adapt to the new technology and maximise its benefits
8. The importance of clean data
Clean and validate existing data before integration and establish clear data governance policies. Enterprises need to regularly audit and update knowledge bases and implement data quality checks and validation processes. Organisations also create a continuous improvement process for data management.
The key is to have accurate, relevant, and well-structured data that allows AI to provide precise and helpful responses. Poor data quality can lead to ineffective AI assistance, so investing time in data preparation is crucial.
