Enhancing the Contact Center Experience through an Agentic AI Assistant
Subject
Surveying customers' views on enhancing contact center services through an Agentic AI assistant, identifying the services and channels
they prefer, and understanding the challenges and requirements that should be considered when designing the service.
Target group of customers
Customers of Emirates Health Services, patients and their families, and users of contact center services and digital channels.
Details and objectives
Emirates Health Services is considering enhancing contact center services by deploying an intelligent assistant powered by Agentic AI. The assistant would be capable of understanding customer requests and performing a range of services, including booking, rescheduling, or cancelling medical appointments, answering inquiries, providing information about healthcare services and facilities, and tracking requests and complaints.
The consultation aims to identify the services customers would prefer to access through the Agentic AI assistant, the channels through which they would prefer to use it, and their expectations regarding service speed, information accuracy, privacy, ease of use, and access to a contact center agent. It also aims to identify the main challenges and concerns customers may face when using AI technologies in the contact center. This will help EHS address and prevent these issues during service design and deliver a seamless and secure experience that meets and exceeds customer expectations.
Expected decisions as a result of this initiative
The consultation results will support decisions related to:
• Prioritising the services that can be delivered through the Agentic AI assistant.
• Identifying customers' preferred channels for using the service.
• Determining the required level of human intervention and the process for transferring customers to a contact center agent.
• Identifying key challenges and concerns related to accuracy, privacy, and ease of use.
• Designing the customer experience in line with customers' needs and expectations before launching the service.
Surveying customers' views on enhancing contact center services through an Agentic AI assistant, identifying the services and channels
they prefer, and understanding the challenges and requirements that should be considered when designing the service.
Target group of customers
Customers of Emirates Health Services, patients and their families, and users of contact center services and digital channels.
Details and objectives
Emirates Health Services is considering enhancing contact center services by deploying an intelligent assistant powered by Agentic AI. The assistant would be capable of understanding customer requests and performing a range of services, including booking, rescheduling, or cancelling medical appointments, answering inquiries, providing information about healthcare services and facilities, and tracking requests and complaints.
The consultation aims to identify the services customers would prefer to access through the Agentic AI assistant, the channels through which they would prefer to use it, and their expectations regarding service speed, information accuracy, privacy, ease of use, and access to a contact center agent. It also aims to identify the main challenges and concerns customers may face when using AI technologies in the contact center. This will help EHS address and prevent these issues during service design and deliver a seamless and secure experience that meets and exceeds customer expectations.
Expected decisions as a result of this initiative
The consultation results will support decisions related to:
• Prioritising the services that can be delivered through the Agentic AI assistant.
• Identifying customers' preferred channels for using the service.
• Determining the required level of human intervention and the process for transferring customers to a contact center agent.
• Identifying key challenges and concerns related to accuracy, privacy, and ease of use.
• Designing the customer experience in line with customers' needs and expectations before launching the service.
