Hey Siri, “check my calendar!” With this command, Siri starts narrating all the events marked in your calendar: “You have a doctor’s appointment at 11 a.m., a meeting with a client at 3 p.m., and a webinar to attend at 7 p.m.” After this, you can plan your whole day accordingly; this is the power of AI to help ease our day-to-day lives.
We depend on AI to plan our day or perform the most minor tasks, like switching on or off the light. Imagine how useful this technology can be in contact centers. AI in contact centers is literally transforming the whole process, making agents’ lives easier, saving organizations time and money, improving customer satisfaction, and more.
In this write-up, we will discuss how artificial intelligence (AI) technology enhances the work environment in contact centers.
AI Solutions in the Contact Center
AI in contact centers is a game changer. From streamlining to enhancing operations, it has become a must-have technology. AI-based call center solutions ensure the improvement of the customer experience and boost business profitability. This technology comes with numerous advantageous functionalities, such as –
- The ability to recognize speech, learn from that speech, and interact with customers accordingly and effectively.
- The power to automate the routine process.
- The freedom to offer quick responses using virtual AI and chatbot.
- The ability to do sentiment analysis and predictive analysis for contextual conversation.
These advanced capabilities of AI improve the organization’s overall growth and customer satisfaction.
How Have Contact Center Operations Transformed in the Past Few Years?
Contact centers have evolved significantly in recent years, specifically after the COVID-19 pandemic. People started trusting online businesses and support. The infographic below represents some of the noteworthy transformations.
4 Impactful AI Solutions that Revolutionarize Contact Centers
AI-based Conversational IVR
Do you remember the old Interactive Voice Response (IVR)? Press 1 to change language, 2 to know your account balance, and so on and so forth. It was irritating at times, isn’t it? But that to conversational AI. Now, the interactions have become much more convenient when the AI interacts with customers in a human-like manner, allowing them to respond directly by speaking instead of typing multiple keys and waiting to start voice interaction.
Intelligent Call Routing
Another advantage of using AI call center software is routing the call to the right agent without human intervention. Intelligent call routing reduces the hold time, increases efficiency, and redirects customers’ calls to the correct department and the right agent. This technology uses customer digital journey data, like webpage visits, and routes the visitors automatically as per their intent. On the other hand, agents get the basic caller information automatically on their screen, which helps them improve their productivity and customer experience.
AI-Chatbots and Virtual Agents
You must have seen chatbots on the websites appearing with a greeting message. These bots read or listen to customers’ input, and the AI decrypts them using Natural Language Understanding (NLU) technology and responds accordingly. AI chatbots are the most common form of AI used in the contact center these days.
AI chatbots start and stimulate customer conversations via text on websites or applications to provide solutions. According to a Microsoft report, approximately 90% of customers find chatbots effective in solving problems.
Predictive Analysis
Analyzing customer behaviour manually through existing data was a complex task for agents and supervisors. There was a high chance of discrepancies, and customers felt a lack of understanding from the respondents’ end. With the introduction of predictive analysis, contact center agents feel the ease of handling customers. This AI tool helps in analyzing customers’ historical behaviour through statistical representations.
Data-driven numbers strengthen the decision-making process. It keeps a record of every incident that happened during the call and presents the prediction based on the words, interactions, satisfaction, interaction duration, and more.
Wrap Up
Contact centers are the hub of innovation, information, and data. It has always been flexible in terms of embracing new technologies. It has evolved drastically in the past few years, and businesses have tried their best to stay updated with the new innovations. In today’s technologically advanced world, accepting AI-driven changes is the need of the hour.
Therefore, businesses are looking for result-driven AI Call Center Software Solution Providers like NovelVox. We are a contact center integration platform that makes operations simpler and quicker with our AI-powered integration tools. Contact our experts to learn more about our solutions and offerings.
