Empowering agents is crucial to maximizing contact center performance. Artificial intelligence (AI)-powered agent copilots are emerging to transform the way agents work and interact with customers.

Let’s check out the key benefits these solutions offer and explore how they contribute to strong business outcomes and high ROI.

Improve Contact Center Agent Efficiency

Empowering you customer experience agents with the right tools and information is crucial for maximizing their productivity and effectiveness. AI-powered agent copilots deliver real-time support that allows agents to more easily handle customer inquiries.

  • Real-time guidance: Agent copilots provide real-time guidance on the next best actions, suggesting knowledge base articles, scripts and product information based on the specific customer inquiry. This reduces cognitive load and allows agents to focus on complex issues and deliver faster resolutions.
  • Fewer errors: Real-time guidance minimizes errors and ensures consistent, accurate information delivery. This translates to fewer rework loops and increased customer satisfaction.
  • Improved first-contact resolution (FCR): By equipping agents with the right information at the right time, agent copilots empower teams to resolve issues efficiently on the first contact. And that boosts FCR rates and reduces call times.

Enhancing the Customer Experience

Standing out in today’s competitive landscape requires exceeding customer expectations. AI-powered agent copilots go beyond simply resolving inquiries — transforming customer interactions into personalized and efficient experiences that build loyalty and trust.

  • Personalized interactions: Agent copilots facilitate personalized interactions by prompting agents with relevant customer data and previous interactions. This allows them to deliver a more empathetic and tailored customer experience.
  • Reduced wait times: Because agent copilots can help human agents resolve issues faster, wait times are shortened and customer satisfaction and loyalty improves.
  • Increased customer self-service: These solutions can suggest self-service options to customers during interactions. This empowers customers to resolve simple issues independently and frees up agents to handle more complex inquiries.

Maximizing ROI Through Agent Copilots

The ROI is clear: Companies can reap benefits such as lower training costs; improved agent retention; and potentially happier, more loyal customers.

  • Reduced training costs: Onboarding new agents can be a time-consuming and expensive process. Agent copilot solutions act as virtual trainers, providing real-time guidance and reducing the need for extensive product knowledge training. This translates to faster onboarding times and cost savings associated with training new hires
  • Improved agent retention: Empowered and efficient agents are often more satisfied in their jobs. This translates to reduced agent turnover, a significant cost factor for contact centers. According to the McKinsey report, “Customer care: The future talent factory,” the average attrition cost per agent is between $10,000 and $21,000. By improving agent satisfaction and reducing turnover, agent co-piloting solutions contribute to significant cost savings.
  • Increased customer lifetime value (CLTV): Happy customers are more likely to stick around and spend more with your business. According to “The State of Customer Experience” report from Genesys, 80% of consumers surveyed will recommend and buy more, more often, from companies that consistently personalized their interactions. By enabling agents to deliver personalized and exceptional customer experiences, agent copilots can indirectly boost customer lifetime value (CLTV). While directly attributing CLTV increases to the solution might be challenging, showcasing the link between improved customer experience and potential CLTV growth strengthens the ROI argument.
  • Improved agent morale: Equipping agents with the right tools fosters a sense of confidence and control. They can focus on resolving complex issues and delivering exceptional service. And that leads to improved morale and creates a more positive work environment. Ultimately, this translates into a more engaged workforce and potentially higher productivity gains.

Calculating the ROI of Agent Copilots

While the specific ROI will vary depending on your unique contact center setup, here are some key metrics to track.

  • Agent productivity: Measure the number of inquiries handled per agent after implementing an agent co-piloting solution. According to the National Bureau of Economic Research, companies could see a 14% increase in worker productivity driven by AI.
  • Average handle time (AHT): Track changes in AHT to see how the solution expedites issue resolution.
  • Customer satisfaction (CSAT) scores: Monitor CSAT to gauge the impact of the solution on customer experience.

By combining cost savings metrics like reduced training costs and improved agent retention with increased customer satisfaction and potential CLTV growth, you can build a compelling case for the ROI of AI-powered agent copilots.

Investing in Your Agents Invests in Your Overall Success

AI-powered agent copilots are more than just technology; they’re an investment in your most valuable asset — your agents. By empowering your agents with real-time guidance and promoting efficiency, you create a win-win situation. Improved agent performance translates to a more positive customer experience and a healthier bottom line.

To learn more about Genesys Cloud Agent Copilot, book a demo today.