Conversational AI Opportunity Analysis

Whenever we engage with a client, we chart their call drivers into a quadrant based on call complexity and call value.

There’s a lot of discussion right now around if Conversational AI will fully replace live agents in the contact center, or if it's an "all or nothing" proposition. My two cents... never (that's why we started our own BPO :-).

So then the real question is, what's the opportunity? My suggestion is always to start small with a couple of simple call types and then build into more complexity.

Whenever we engage with a client, we chart their call drivers into a quadrant based on call complexity and call value. Whereby lower complexity and value calls are in the bottom-left quadrant, and high complexity and value calls are in the top-right. It's a simple exercise that generally drives discussion around what "complexity" and "value" means to the organization.

That bottom-left quadrant is where you want to start your IVA/Automation journey. So the next step is to quantify what those calls and interactions are costing you and if you really need to be staffing them with agents or paying your BPO to answer those calls...

But either way, your team will gain a more clear-eyed view on the opportunity for Conversational AI in your particular environment.

Note, that top-right quadrant might not ever be touched by automation at all.

Here's an example for Retail and E-commerce. We have these for every industry.