AI allows companies to analyze data sets, as well as customize ads for marketing purposes.
The contact center industry is continuously evolving and reshaping how its processes and services are executed. This is due to the fact that businesses have to adapt with the overall trends in the market industry.
Typically, customer service and support are centered around inbound and outbound phone calls. These days, businesses are able to offer their customer service through omni-channel platforms like the web, social media, email, SMS, and other messaging apps. More so, customers are able to reach out to them 24/7 daily, even on holidays.
A lot of organizations have also improved their customer service experience by optimizing their contact center processes. One of the emerging trends in the contact center industry is the use of artificial intelligence (AI).
However, along with its advantages are various controversies regarding its efficiency, implementation and effects to job opportunities. What exactly is AI technology? How can companies utilize it to enhance their overall contact center performance?
Artificial intelligence (AI)
Artificial intelligence (AI) is a branch of computer science that deals with the creation of smart machines. Through AI technology, these machines can perform specific tasks that require human intelligence. This may include speech recognition, decision making, problem solving, and many more.
What are the uses of AI in the contact center industry?
These days, artificial intelligence is being used everywhere in different sectors in the market industry. AI allows companies to analyze data sets, as well as customize ads for marketing purposes.
As for contact centers, AI technology can be used to:
Automate human routine tasks
Companies that make use of self-learning algorithms through AI are able to eliminate specific routine tasks for agents. This allows agents to focus more on their customer engagement and improve their customer service experience. One example of this is when a customer hangs up a call, it will automatically be a blank record entry.
Communicate with customers via chatbots
Customers will most likely interact with chatbots first before resorting to calling customer service. This helps customers resolve certain issues and queries immediately. Further, chatbots are usually able to answer common questions that can also be found in the FAQs.
Monitor customer engagement real time
Artificial intelligence can also perform real time speech analytics (RTSA). This allows managers to monitor and assess the agents’ performance and be able to correct mistakes immediately. It can also detect stress levels, as well as the agent’s script adherence and speech clarity.
Manage and analyze big data
Contact centers are able to collect volumes of data daily. Through AI technology, businesses are able to transform volumes of data sets into useful information. Big data analytics helps organizations understand their customers better, predict new trends, make better decisions for the company, and many more.
These are just a few of the uses of artificial intelligence in the business world. If you take a look at each of the mentioned above, the AI technology in reality helps agents become more productive and effective.
