Customer Science launches AI Accelerator for call centres

Customer Science Group has introduced a new AI Accelerator Program designed to assist contact centres in integrating artificial intelligence effectively into their operations.

The Sydney-based company, specialising in customer experience and digital transformation, has crafted this comprehensive advisory and consulting package. It aims to help company management demonstrate the return on investment of AI in contact centre settings, while ensuring adoption aligns with industry regulations.

Contact centre vendors such as Genesys, Verint, Cisco, and Google support the AI Accelerator Program, along with implementation partners like QPC and Optus, and consulting partners including COPC, Simon Kris, and Ensighted.

This program is marketed as a unique opportunity that provides all necessary intellectual property for rapid and secure AI implementation, enabling organisations to maintain acquired knowledge and skills internally.

One distinctive feature of the program is its upfront low-cost pilot, which seeks to demonstrate value and establish a sustainable, self-funded AI initiative before going live.

The program targets enhanced staff and customer satisfaction, while aiming to cut costs through productivity boosts, improved accuracy, and minimised downstream errors.

The program is structured as a 20-day rapid immersive exercise to help organisations refine their AI approach. It encompasses readiness assessments, change management enablement, and piloting and scaling to showcase benefits. Success metrics are applied at every phase to ensure investments yield results.

"Today, contact centres are under pressure from a combination of cost, customer abandonment, staff satisfaction, workload and attrition issues," stated Todd Gorsuch, CEO of Customer Science Group. "At the same time, there's a need for an effective and easy to implement solution that help organisations start their AI contact centre journey while readying themselves to scale the use of AI as their business demands. The AI Accelerator Program seeks to resolve the pain points facing contact centres and the potential AI risks and complexity that make it hard for organisations to start enjoying its benefits."

According to the Ecosystm Future of CX Study 2024, Australian organisations are primarily motivated to adopt AI to free agents for critical tasks, provide round-the-clock services, analyse customer sentiments, respond to common queries, and assist agents with insights during calls.

Customer Science Group recently ran a successful AI accelerator project for a fintech organisation. The project included an AI solution for after-call wrap-ups, which delivered more efficient notes and call coding—reducing average after-call work by over 30 seconds and thus enhancing staffing efficiency.

In another instance, Customer Science Group collaborated with a reward card competitor, implementing a knowledge management AI solution. This solution streamlined the creation and optimisation of knowledge articles for human oversight, cutting creation time by 30 percent and enabling the organisation to make significant strides in service automation.

"Many Australian enterprises have a supportive CEO and board who are often encouraging the use of AI, while at the same time remaining conservative and slower to approve its actual use," Gorsuch said.

"Typically, human resources, security, risk or compliance teams place constraints around its use creating a major hurdle to overcome. Operations stall as they are both busy and often don't have the skills inhouse to bring an AI vision to life."

"As a result, the AI journey is largely an agreement of the need to adopt AI yet not launching solutions or in a pilot."

"Ultimately, AI success is wrapped up in gaining access to the right resources, methodologies and IP so that organisations can ensure their deployments are successful. We believe that the AI Accelerator Program will support organisations achieve the value from the AI tools of their choice at their own unique moment of need for excellence in contact centre service delivery and heightened staff satisfaction."