Customer Science Group launches AI Accelerator program to support Australian contact centre reshape and reinvent in 2025
Sydney-headquartered customer experience and digital transformation company, Customer Science Group, have announced the launch of the AI Accelerator program, a packaged advisory and consulting solution providing company management with the opportunity to rapidly prove the value of AI’s return on investment in their contact centre operations and subsequently ready its adoption securely and in compliance with industry regulation.
Supported by leading contact centre vendors including Genesys, Verint, Cisco and Google, implementation partners including QPC and Optus as well as consulting partners including COPC, Simon Kris and Ensighted, the AI Accelerator Program is the only program available which provides all the IP to implement AI safely and rapidly so that organisations can retain the knowledge and learnings in their operations.
Uniquely, it provides a low-cost pilot program up front that sets out to prove value and establishes a pre-live, sustainable self-funded Artificial Intelligence (AI) program. It ultimately aims to evaluate how AI can support improved staff and customer satisfaction while at the same time reducing costs through productivity gains, accuracy and downstream error minimisation.
In practice, the program supports contact centres through a 20-day rapid immersive exercise, during which time an organisation’s AI journey is finetuned. It includes a readiness assessment, enablement incorporating change management, a pilot and scaling aimed to expose benefits. The solution measures success at each point and ensures investments deliver results.
“Today, contact centres are under pressure from a combination of cost, customer abandonment, staff satisfaction, workload and attrition issues,” said Todd Gorsuch (pictured), CEO, 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.”
The Ecosystm Future of CX Study 2024 found that the leading driver of adopting AI in Australian organisations is freeing agents for more critical tasks, followed by the ability to provide 24/7 services, analysing customer sentiments, responding to common queries to reduce inbound activity, and assisting agents with the right insights during calls.
Recently, Customer Science Group successfully completed an AI accelerator program for a fintech company which introduced an after-call wrap AI solution and delivered accurate notes, call coding and notes to reduce after call work by over 30 seconds, translating to staffing efficiency.
In addition, Customer Science Group has worked with a reward card provider which utilised their knowledge management AI solution to rapidly build out and optimise knowledge articles for human review to support future service automation. This saved creation time by 30 percent and now enables the organisation to provide large automation improvements.
“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,” said Gorsuch.
“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.”
