Customer Science Group’s AI Accelerator provides a rapid, 20-day solution to implement AI in contact centers, addressing issues like high costs and low staff satisfaction.
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 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.
Here’s a breakdown of how the AI Accelerator Program will help SMEs:
1. Rapid ROI Without Breaking the Bank
The program is designed to prove AI’s value quickly with a low-cost pilot. For SMEs, this means you can test the waters without committing to a hefty investment, seeing real results like cost reduction and efficiency improvements in just 20 days.
2. Easy-to-Adopt, Scalable AI
Many SMEs struggle with limited resources or technical expertise to implement AI. The AI Accelerator removes complexity by providing everything you need—tools, frameworks, and consulting expertise—to adopt AI securely, ensuring it’s tailored to your unique needs and ready to scale as your business grows.
3. Boost Staff and Customer Satisfaction
The program addresses common SME pain points like overworked staff and frustrated customers. AI solutions can streamline workflows, assist agents during calls, and even handle repetitive tasks, freeing up your team for more meaningful work while ensuring customers get faster, more accurate service.
4. Compliance Made Simple
For SMEs, staying compliant with industry regulations can be overwhelming. The AI Accelerator is built with compliance in mind, ensuring your business can adopt AI without worrying about legal or regulatory hurdles.
5. Tailored to Solve Your Specific Challenges
Whether it’s reducing after-call work, speeding up knowledge management, or improving customer sentiment analysis, the program is customized to address your business’s top challenges. Past successes with fintechs and reward card providers show how adaptable and impactful the solutions are.
6. Keep the Knowledge In-House
Unlike many consulting services that lock you into a dependency, the AI Accelerator ensures you retain the knowledge, tools, and processes internally. This means your SME can continue leveraging the benefits of AI long after the program ends.
7. Start Small, Grow Big
This isn’t about overwhelming you with a giant AI rollout. Instead, the program begins with a pilot that delivers quick wins, building confidence in AI’s potential for your SME while paving the way for larger-scale adoption down the road.
“Today, contact centres are under pressure from a combination of cost, customer abandonment, staff satisfaction, workload and attrition issues,” says Todd Gorsuch, 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,” says 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.”
For further information about the Customer Science Group AI Accelerator Program visit https://customerscience.com.au/ai-accelerator/
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