The business benefits of AI in the call center are indisputable.
54% of executives say that implementing AI in their workplace has increased productivity, while increasing the use of AI is expected to create $2.9 trillion in value in 2021 alone.
As customer service, AI can reduce call volume, streamline workflows, speed up customer interactions, and facilitate more efficient service. It’s a no-brainer, but the actual implementation, on the other hand, not so much.
Low and no-code AI call center solutions that come with pre-integrated virtual agents and bots take the complexity out of implementing AI, making it easy to understand and implement. When you choose a platform focused on practical features that can be deployed and iterated by the average business user, your customer experience will be simplified and your backend operations will become more convenient and accessible for teams to manage, which will have an impact measurable quickly without a huge up-front investment in new infrastructure.
Here are eight key ways AI call center technologies can help you deliver better, faster, and more accessible customer service.
AI call center unifies data
Unified data connects all data from separate systems into one centralized location. It enables disparate systems to communicate with each other and allows us to make meaningful connections between data from different sources. For this reason, it is the basis on which your customer service AI capabilities are built.
Unification gives AI machines the “fuel” – customer data in a standardized form – they need to operate, while enabling us to generate powerful insights into our customer journeys and customer workflows. officers. For many businesses, unified data is the missing link that keeps them from achieving maximum productivity, and implementing it is a low hanging fruit that can produce near-instant results.
AI call center makes IVR encounters more human (and less boring)
Consumers crave human interaction. 42% of adults say they prefer from face-to-face to all other forms of communication, including text and email.
And yet, when it comes to customer service, they also demand speed. A survey of satisfied customers found that a quick resolution was the top reason customers cited for positive feelings about a brand.
AI allows you to offer your customers the best of both worlds, with human-like interactive voice response (IVR) systems designed for efficiency. Intelligent speech analytics “understands” what the customer is saying and quickly sends it to the right place, allowing them to meet self-service needs in a natural and hassle-free way.
AI call center personalizes campaign and agent workflows
One of the biggest challenges in the customer service industry is that the work can be tedious. Repetitive and uninviting tasks contribute to one of the highest turnover rates of any industry.
AI helps you streamline workflows, quickly getting the client to the best destination based on their intent and, if necessary, engaging the most appropriate human agent for the task. Automation supports many monotonous and time-consuming tasks, resulting in faster service times and happier agents.
AI call center personalizes journeys at scale
In a one-to-one interaction, such as a customer entering a physical store, personalization is relatively easy. With a knack for remembering names and a bit of charm, a store owner can easily have a friendly, personal conversation with each of their regular customers.
On a large scale, personalization becomes more difficult, especially as your customer base expands. This is another place where unified data becomes essential. With it, machines can personalize conversations based on known customer details, which promotes personalization and a human feel without actual human intervention.
AI call center supports and empowers agents
Wouldn’t it be great to have a crystal ball that could reveal exactly what your agents should say or do during a given service interaction? AI can do just that – no pixie dust required.
AI taps into your vast store of data to increase agent knowledge and guide them in the best course of action based on historical call data and customer behavior predictions. The information you need is always at your fingertips, facilitating both quality and speed of calls while ensuring accuracy and compliance along the way.
AI call center delivers self-service that gets smarter over time
AI-powered virtual agents empower customers to self-solve simple issues via voice interaction, while chatbots engage in intelligent, human-like conversations via text. Both provide customers with convenient self-service options, and their 24-hour availability means you’re able to offer significantly extended availability to your customers.
Monitored and managed alongside your live agents, virtual agents and chatbots can improve agent satisfaction by freeing up human staff for more meaningful and complex tasks. They also have a significant impact on the net result; in the healthcare, banking and retail sectors, for example, research suggests chatbots could save organizations $11 billion a year by 2023.
AI call center analyzes performance and acts on information
One of the most powerful and practical uses of AI is its ability to analyze data and derive meaning from it.
With intelligent speech analytics, you can monitor 100% of conversations across all channels and automatically score them on key performance indicators. This not only significantly reduces the work required for such monitoring, but is also crucial for measuring call results and using the resulting insights to improve processes.
Powerful omnichannel analytics tools let you view and assess all your data in one place, giving you a complete view of your performance from every angle. Easily understand the relationship between different metrics, what drives their changes, and what needs to change to achieve desired results.
The AI call center optimizes everything, saving time and money
If there’s one thing that’s probably becoming clear about the business implications of AI, it’s that its many parts are interconnected. Unified data drives personalization. Personalization contributes to a streamlined agent experience. A positive agent experience, along with many other factors, influences positive customer outcomes.
In this way, AI creates a positive feedback loop within call center operations. It gives you the unique ability to stay constantly on top of what’s working and what’s not and take action to make changes in real time.
Technology is constantly evolving in new ways that can be a boon for businesses, and AI is one of the most exciting areas of development for the customer service field. With LiveVox as your trusted partner, you can quickly and easily get up and running with the most convenient – and most impactful – AI tools in your contact center.
Find at a glance a summary of how LiveVox makes AI for customer service simple and convenient here.
AI-human interactions have become second nature, and many organizations are beginning to deploy the technology in the call center using natural language processing, machine learning, and automation software. Customer experience is the primary driver of enterprise AI adoption, and it’s reshaping call centers by simplifying agent tasks, personalizing communication with more precision, and accelerating time-to-creation. customer value. Adoption of AI in the contact center is paying off: Early adopters of AI report nearly 25% improvement in customer experience ratings. Additionally, automated customer service options like virtual agents and bots are the first use of AI among large enterprises.
Theoretically, yes AI could replace call center agents. But it shows how we see the customer service market implementing technology at the moment. The truth about AI in the contact center is that despite its exciting and promising capabilities – and there are many – it cannot and does not replace the capabilities of living and breathing agents. Instead, AI in the contact center is at its greatest when used in a complementary way with the human.
agents, to improve their performance rather than trying to replace them.