For casinos or sports betting brands looking to deliver a great customer experience (CX), ramping associates quickly to manage cyclical surges is a key piece of the puzzle.
It’s a common challenge: You know a volume surge is coming (like the start of the NFL season, for instance) and need to hire and onboard associates – fast. But you don’t want to sacrifice quality for speed. Associates need to be highly skilled, well-versed in multiple channels, and empathetic if they’re going to deliver the type of CX that keeps customers betting with your brand.
AI can help. The latest AI-enhanced training, knowledge, and analytics technologies can you’re your contact center more efficient, empower your associates to deliver seamless CX, drive customer satisfaction and loyalty and uncover cost savings.
Here are 3 ways to put AI to work:
1. Speed up time to proficiency with AI-powered training
When you know a surge is coming, there’s no time to waste getting associates hired and up to speed.
AI-enhanced training and curriculum can be powerful tools to improve new hires’ speed to proficiency (and upskill existing employees). These tools let associates learn through simulated interactions and receive real-time coaching and feedback, so they gain the specific skills needed to perform their jobs well.
When customers’ money is on the line – they need help making or changing a bet before a game or race, for instance – interactions can get emotionally charged. For this reason, it’s not enough for associates to resolve issues quickly; they also possess soft skills and know how to deliver empathetic support in those moments that matter.
If you lack the resources or expertise in-house to onboard and train associates quickly, working with a BPO can be a great way to tap into a global labor pool, cutting-edge AI technology, and proven best practices.
When a major online sports betting company was growing quickly and its in-house associates couldn’t keep up with customer support demand, we launched a team of more than 650 FTE frontline sports betting advisors within 45 days across multiple geographies and increased back-office productivity.
2. Resolve issues faster with AI-enhanced knowledge
Associates can’t resolve customer inquiries quickly if they’re struggling to find the information and answers they need during interactions. Combing through irrelevant or outdated results from a knowledgebase is frustrating for employees, leads to longer wait times, and gives a poor customer experience.
AI-powered knowledgebases put the information associates need at their fingertips when they need it. They rely less on keywords, which allows users to search for information more intuitively, and they safeguard against outdated or incorrect information.
Let Me Know – our solution that harnesses the power of generative AI, data annotation, data analytics, and insights – ensures knowledgebases contain only current and relevant articles. When our own TTEC help desk associates struggled to find the information they needed during calls, Let Me Know helped. Most users (86%) relied on it for nearly every call, 83% said it reduced stress on the job, and AHT improved across all tiers of associates.
3. Streamline training and upskilling with AI-powered insights
Why guess which coaching opportunities will help associates the most when you can know for certain which skills they need to improve? AI-enhanced quality and insights speed up your ability to put data to work, improving experiences for associates and customers alike.
Traditional quality assurance tools capture just 1 to 3 percent of customer interactions. That means many brands are missing out on valuable insights that could be informing business decisions. AI-enhanced quality and insights tools, on the other hand, let you listen to every interaction taking place in the contact center, giving you a complete picture of customer sentiment.
Once you use AI to listen to interactions, comb through that mountain of data, and extract patterns and trends, quality experts can take those insights to next level. They can suggest and implement data-backed improvements that will drive ROI quickly. AI-powered insights and experts who know how to put them to work for you are a powerful combination.
Seek expert help if you need it
With so many other priorities, it can be daunting for casinos and sports betting companies to stay on top of all the emerging ways AI can help improve customer experience – especially as the technology evolves so quickly.
Working with a CX partner that understands the unique needs of the industry can help keep you on the cutting edge (without breaking the bank). With your CX in expert hands, you can focus on what your brand does best.
