How to Increase First Contact Resolution with AI, Bots, and Big Data

Building on my April 2018 column "Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support"1, one of the seven vexing challenges facing customer experience (CX) leaders, today I'll address the second challenge to increase First Contact Resolution (FCR). The power of AI, bots, Big Data, and analytics can now enable us to address the overall goal "How can we create and sustain a consistent and awesome customer experience across multiple channels & touch points?" and thereby increase sustainable revenues, realize higher margins, and sustain greater levels of customer satisfaction and loyalty. Let's dig into the second challenge, Increase FCR. Study after study has confirmed that first contact resolution in the contact center and other support functions is the biggest driver of customer satisfaction2. However, most companies rely overly much on point statistics like average FCR, and they neglect the fact that customers today start their inquiry or search for support online, failing that in the IVR system, only to find themselves speaking, emailing, or chatting with a customer service agent.