Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
In the customer experience (CX) world, we hear regularly about how AI is helping companies better serve their customers. We don’t hear as much about how it helps them sell to their customers.
AI for sales is poised to explode – for good reason.
Perhaps the most compelling reason is illustrated in the actual success metrics from Metrigy’s recently released AI for Business Success 2023-24 global research study of 697 companies. Among the 34% of companies using agent assist, 54.1% cited sales increase as a benefit provided by AI. Those companies using agent assist saw a 35.6% boost in sales – not too shabby. What’s more, 70.4% of our research success group (those with higher-than-average business metric improvements through the use of AI) said agent assist increases sales, versus only 47.9% of the non-success group.
Yes, agent assist also improves customer satisfaction scores, slows agent attrition, and reduces average handle time. But actually attributing sales increases to AI? That’s golden.
AI’s adoption in outbound contact centers or even with outside sales teams makes sense. But its use is now spreading to less likely places.
The use of AI is especially fruitful in traditional inbound contact centers where customer service representatives at 54% of companies now must adhere to upsell sales quotas, along with their service key performance indicators (KPIs). Indeed, customer service agents’ jobs are getting harder with bots handling the easy questions, so one way agents can increase their income is through earning previously unavailable sales commissions. AI simply makes this plausible now.
HOW COMPANIES USE AI FOR SALES AND SERVICE TEAMS
Here are just a few ways business leaders, along with the frontline agents and sales teams, are using and finding value in AI when it comes to sales.
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