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Gartner has a tip for customer service and support managers: Use AI! The research firm’s 2022 study indicates that call center leaders should use AI to offer insights or predictions, improve user experiences and optimize business process automation.

Indeed, customer experience has come a long way from the days when users had to navigate a confusing maze of options while calling customer support, only to be put on hold for what felt like an eternity, before to be able to hear the magic words. , “Hello, how can I help you today?”

The pandemic has helped fuel the adoption of several digital technologies. With call centers storing troves of customer data, AI has become one of those easy-to-grasp, tactical opportunities that call centers have seized on to improve CX in practical ways.

The best example is conversational AI like virtual assistants, which can be used to respond to queries, solve problems, engage customers, collect information, execute transactions, and deliver services faster and more efficiently compared to methods traditional.

Let’s see how AI-powered call center solutions are transforming the landscape of customer experience in call centers.

Top AI Tools Driving Customer Experience in Call Centers

  • Customer-centric conversational AI: Conversational AI has changed the landscape of customer experience in recent years. It is a combination of NLP with traditional software such as chatbots, voice assistants or an interactive voice recognition system to help customers through a spoken or typed interface. It is used in a variety of customer-facing roles to improve CX. Conversational AI can answer frequently asked questions and offer personalized advice, often with higher quality of response and much lower response time than humans. For example, chatbots are quickly replacing live chat agents by answering basic inquiries and FAQs and making reservations, cancellations, and more.
  • Agent-Facing AI: This is a real game-changer for call centers, especially for training and onboarding new agents. AI solutions for agents are like digital assistants for agents, helping them find, access and use knowledge to do their job. This technology “listens” to customer conversations and analyzes available knowledge resources to find potential answers, which are offered to agents who can then modify or improvise them before sharing them with the customer. They also help agents identify cross-sell and up-sell opportunities. Call centers can easily integrate customer communication channels with their existing knowledge resources to get agents answers when they need them.
  • Speech Analytics: Another area where AI shines in call centers is in speech analytics. These solutions analyze recorded or in-progress conversations to assess agent performance, such as who is following procedures and compliances, who is interrupting customers, who is performing well, and who needs training in specific areas. Call centers can also keep tabs on customer sentiment on every call and plan agent training, customer engagement, or retention strategies.

5 Ways AI Tools Are Skyrocketing CXIIf call centers still have doubts about adopting AI, we break down five ways AI is benefiting customer service and, therefore, customer service. ‘client experience.

  1. 24/7 Service: Bots are available 24/7, a critical part of ensuring good CX for today’s smart customers. Automated customer service enables organizations to be available and responsive to customers and resolve issues as they arise by scheduling system callbacks. Plus, they process basic queries like reservations or cancellations much faster, reduce long wait times, improve brand reputation, and build customer loyalty.
  2. Better First-Call Resolutions: Call center managers can leverage tools like speech analytics to gauge customer mood during real-time conversations. This helps floor supervisors alert the agent when customers are upset or angry during ongoing calls and intervene in time to prevent escalations and improve first-call resolutions. Additionally, when agent-facing AI solutions help agents access all the information they need at once, it automatically leads to higher customer satisfaction.
  3. Training: Solutions like speech analytics help you determine why agents are putting customers on hold for a long time or transferring them to another department. This will let you know if they need additional coaching on your policies and procedures and help you properly train your agents so they can create that great first impression in all of their customer interactions. These solutions can be used as a great tool to enhance your training programs to fit each unique need. AI can help your agents personalize their interactions with the customer, which translates to many potential cross-sell and up-sell opportunities.
  4. Better understanding of customers: Traditionally, companies have relied on CSAT surveys to gauge customer satisfaction. But these surveys are usually not completed by all customers and do not give an objective picture of what your customer thinks of your brand or your service. AI-powered speech analytics tools can continuously monitor your customer sentiment to give you better insight into what your customers think of your brand.
  5. Actionable data: AI helps you capture actionable data and analyze the vast amounts of data already present in call centers to convert it into relevant information. AI tools like sentiment analysis can pinpoint where conversations are going wrong, where you might be losing conversions, and more. For example, the AI ​​uses NLP to read a “ticket” and instantly direct it to the correct team. Leveraging sentiment analysis, tickets are tagged and prioritized accordingly, saving agents a lot of time.

What does the future hold?

Paul Greenberg, in his bestselling book – CRM at the Speed ​​of Light, summed it up nicely by saying, “If a customer likes you and continues to like you, they will do business with you. If they don’t, they won’t. ”

According to a report, AI is on track to power up to 95% of customer interactions by 2025. And why not? By automating simple, routine tasks, AI frees agents to focus on other high-impact efforts. Additionally, AI offers immense benefits to call centers, resulting in personalized experiences and improved customer engagement.

The author is Chaitanya Chokkareddy, Product Manager at Ozonetel