The How-to of CX AI: Go from meh to memorable customer experiences with AI and more

Welcome to the first in our How-to of CX AI series. In this inaugural post we give you a sneak peek at our new use case guide, which demonstrates how AI and other innovations in the Zoom CX suite are creating stand-out customer experiences. 

The tolerance for poor customer service is getting lower. Customers want their interactions with brands to be faster, more accurate, and more personalized than ever before. And this kind of service is not easy to find. Nearly a third of respondents in Zoom-commissioned research by Morning Consult have had neutral customer support experiences, with nothing positive or negative to reveal. 

Today, with the evolution of AI, you can choose your own adventure for your brand, making minor adjustments or transformational changes to enhance the customer experience. But where to begin? Whether you’re an existing customer or just exploring our Zoom CX suite of products, check out our new guide. This handbook for success showcases how you can reap all the benefits of our solutions through practical examples. You’ll learn: 

Practical applications of customer experience AI to empower customers, agents, and supervisors alike

From self-service to quality management and analytics, AI has the potential to revolutionize the customer experience. Our guide shows you how to implement AI without losing the human touch in the mix, a factor that is crucial to your customers.

Innovative approaches to CX that will help you differentiate

Meeting your customers where they are can mean doing things differently. Get inspiration from real-life examples and take a fresh look at how you can create an experience your customers can’t wait to share. 

How to deliver ROI, improve CSAT, and retain agents

There’s no use making even the most minor changes if you’re not confident they’ll generate results. All of these examples, whether in real life or in the early stages of implementation, have been hand-picked with core contact center metrics and ROI in mind. 

How to break down organizational silos for faster, more accurate service

So many of today’s problems with customer service stem from the frustration of being stuck in a loop of no resolution (or the ‘Doom Loop’, as we call it). Customers are sick and tired of being passed around, waiting on hold, and repeating their issues time and time again. Learn how to create a more streamlined experience by bringing your organization together and providing a Total Experience for customers.

But wait, what is Total Experience? We're glad you asked. 

In the words of Eric Yuan, CEO and Founder of Zoom:

Use this guide to create those moments of delight your customers will love, or embark on a more transformational change. Then, get ready to watch the magic happen.

Read on for a glimpse of the use cases you'll find inside.

Learn how to deliver faster resolutions and more personalized experiences while meeting your customers where they are. Not every industry operates the same; we take a close look at hospitality, healthcare, finance, and retail, and how our AI-first Zoom CX solutions connect organizations to create the kind of service customers and patients crave.

We also reveal the secrets of our contact center operations, sharing how Zoom Virtual Agent, our intuitive AI-first virtual agent, has helped Zoom achieve a 97% self-service rate and a 28% increase in CSAT.

Happy agents make happy customers. In this section of the guide, we look at how you can boost agent morale to retain customers by helping them feel connected, empowered, and in control. After a walk-through a day in the life of an agent, we give you a first-hand example of how one of our customers, InflectionCX, is giving agents the power to serve customers better. By building an AI-first, easy-to-use platform, including Zoom Contact Center, Zoom Workplace, and Zoom APIs, they’ve dramatically reduced handling times and after-call work by over 3 minutes, and seen improvements in other areas too.

Supervisors are just as important as your agents, but quality management and coaching can be cumbersome and time-consuming. We show how insurance service provider Amynta Group* leverages scorecards within Zoom Quality Management to quickly get a more thorough snapshot of each interaction. With these insights, their supervisors have tailored their coaching plans and increased first-time resolution rates.   

*Amynta joined us at Zoomtopia 2024, where Tim Beamer, director of automotive warranty claims, shared his experience with Zoom CX.

Our customers often find new and unique ways to use our products to drive better experiences. In this section, we take a look at how Major League Baseball™ raises the bar on their customer experience. The Zoom Replay Operations Center, powered by Zoom Contact Center, invites fans to get a virtual look-in for game broadcasts, while the MLB.TV™ customer service team has significantly reduced response wait times with our solution. 

For more juicy examples of Zoom CX in action, get the complete guide, From Meh to Memorable: 7 Unforgettable Ways to Create Memorable Customer Experiences. Dive into practical examples and benefit from indispensable tips for creating a Total customer Experience. 

Want to hear more about Zoom CX? Reach out to chat with a Zoom CX specialist about how our AI-first tailored solutions can help take the hard work out of your contact center operations. 

Find out more about Total Experience with these additional helpful resources:

Is your contact center future-ready? 

From contact center to total experience 

Making a business case for Total Experience in the contact center and beyond