Vertex Global Services, a BPO company headquartered in Times Square, has announced its ambitious plan to impart AI-specific skills and training to its workforce. The objective is to create over 8,000 AI experts in India over the next three years. This will revolutionise Vertex Global Services’ in-house capabilities, backed by the launch of an AI tool to build efficiencies in contact-centre processes.
According to the estimates, 68 per cent of all customer service and support interactions are expected to be handled by agentic AI by 2028. Vertex Global Services will further harness the potential of agentic AI to provide better customer support and enable more personalised, proactive, and predictive services. How will this be done?
The company’s VAssist tool will offer traditional BPO services as well as data-driven CX analytics. It will help the workforce transition from traditional ways of handling customers to leveraging advanced tech for enhanced customer experience. By integrating this tool, the employees will be able to understand, analyse, and provide better resolutions by differentiating issues into three categories—contact centre needs, customer service needs and business needs.
When the agents engage with customers, the tool will provide on-the-spot recommendations for scripts and communication techniques, enhancing the agent’s performance and the overall customer experience. This capacity for real-time feedback will reduce Average Handle Time (AHT), a critical metric in call-centre operations, and also improve the customer’s journey by eliminating confusion during calls. Lowering of Average Handle Time is very important because of the financial implications for companies sponsoring toll-free numbers.
Striking a balance between AI and humans Vertex has already got a tool in pace to assess the customer’s tone, rate of speech, and type of inquiry, enabling agents to respond appropriately based on the context of the conversation. In scenarios where a customer’s issue is identified as a potential escalation, agents can be guided to adopt a more nuanced approach. The introduction of a real-time agent-assist tool is particularly noteworthy.
To address concerns regarding information security, the organisation is actively harnessing technology to introduce AI tools to protect sensitive information from unauthorised access, use, disclosure, disruption, modification, or destruction.
AI is clearly redefining core operations, such as customer experience in BPO space.
According to Gagan Arora, president and founder, Vertex Global Services, “As the industry is transitioning towards automation and streamlined workflows, the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer-service standards in the years to come. Understanding the evolving needs of businesses and customers in this tech-driven era, this tool will elevate the customer experience and drive efficiency like never before.”
