Artificial intelligence (AI) is more than just the latest trend in contact center technology. Machine learning and AI technology, particularly conversational AI, have become a core part of any contact center environment.
This is true for contact centers and call centers of all types and sizes. AI is reshaping the way agents and customers communicate, helping to make contact centers more efficient, improving agent performance, and unlocking new ways to delight customers.
That said, AI call centers and AI contact centers are different. While both leverage AI for customer service, call centers are designed specifically for phone interactions, including inbound and outbound calls.
Contact center AI, on the other hand, encompasses a wider range of channels, including web chat, email, social media, SMS messaging, and more. In this instance, we’ll look at voice-based call centers as we examine how AI has changed customer support.
Key Features of AI Call Centers
We can begin by examining the key features of AI call centers. What can they do that a standard call center can’t, and what are the benefits of these features?
Smarter call routing
When customers call, you want to make sure they talk to the agent best suited to help them. AI-powered tools can improve call routing by analyzing caller data, including information like the caller’s past interactions, products they own, and even demographic data, and then finding the right agent for the call.
This helps ensure that callers reach an agent who can provide excellent service. As a result, customers get better support, first-call resolution rates improve, and agents can work more efficiently by taking the calls they’re well-equipped for.
Virtual agents
Call center agents must often handle basic inquiries and repetitive tasks, which can take up time that would otherwise be spent handling more complex issues. AI-based virtual agents, which can automate customer interactions and provide automatic assistance, can help mitigate these tasks.
AI-powered virtual agents (as well as chatbots) can handle typical customer inquiries, such as frequently asked questions, balance checking, and simple troubleshooting.
Additionally, contact centers can use AI tools to automate repetitive tasks like taking notes and logging calls.
This helps both agents and customers alike. Customers can quickly get help without needing to wait for a live agent. Agents spend less time on repetitive tasks and basic inquiries, freeing them up for more complicated questions.
Speech recognition and NLP
One of AI’s biggest draws is its ability to understand spoken language through natural language processing (NLP). This allows for more natural interactions with interactive voice response (IVR) menus and virtual agents and enables real-time customer sentiment analysis during calls.
This makes it easier for customers to get the help they need when they call in while enabling agents to tailor their responses to their callers to help reduce frustration and improve customer satisfaction.
Real-time knowledge assistance
While AI can’t currently think for itself or come up with anything original, one thing it is very good at is searching and understanding data. This enables AI-powered tools to search relevant knowledge base articles, product information, and call scripts to find important information quickly.
Call centers can use tools like AI-powered agent assist to help agents quickly find information during a call, empowering them with the right knowledge at the right time. This lets agents respond faster during each call and improves first-call resolution rates.
Predictive analytics
You don’t want to understaff your call center, but overstaffing is simply a waste of resources. Fortunately, AI call centers can use predictive analytics to forecast call volume, identify peak times, and even predict customer needs based on past interactions.
This allows call center supervisors to manage their staffing and schedules to make sure they have all the agents they need when call volume picks up. You can even use predictive analytics for proactive outreach, helping contact centers identify potential issues and reach out to customers in advance.
Benefits of AI Call Centers for Businesses
Now that we know what AI-powered tools can do, we can look at the improvements they can provide. What are the overall benefits of adding AI to call centers?
Increased efficiency
Enhanced agent efficiency is one of the first and most significant improvements AI functionality can bring to a call center. AI-powered tools can help automate repetitive tasks, streamline workflows, provide customers with self-service options, reduce overall wait times, and assist agents by providing real-time information.
All these improvements can help make contact centers faster and more efficient, enabling callers to get the service they need with minimal waiting.
Agent augmentation
AI is not a replacement for human support but rather a tool that can empower agents. AI-powered tools can equip human agents with real-time information, suggested responses, and knowledge base articles during calls, making them more efficient and effective.
In a call center, look for real-time sentiment tracking, call scripting suggestions, and reminders to maintain privacy and compliance.
Improved customer satisfaction
What happens when customers can reach support 24/7 and receive faster resolutions and personalized interactions? Customer satisfaction skyrockets.
AI solutions and call center features help provide customers with faster, more personalized, and effective support any time they need it. This leads to better first-call resolution and happier customers, increasing retention and overall satisfaction.
Reduced costs
There may be call center managers who are hesitant to invest in AI due to the cost. However, that is quickly mitigated by the savings that AI-driven functionality can bring.
Automating call center activities can lower operational expenses while putting agents’ time to more productive use. Improved agent productivity enables them to help more customers in less time, reducing overall costs and providing more value for your dollar.
Data-driven insights
One of AI’s biggest strengths is its ability to sort and analyze data quickly. This allows it to gather valuable customer data that helps identify trends, improve processes, and personalize future interactions.
All this data provides actionable insights that can drive even more efficient calls and better customer support overall.
The Future of AI Call Centers
What’s next for AI call centers? Based on current trends and technological advancements, we can make some predictions about the future of call center AI.
Hyper-personalization gets real
AI can help agents personalize customer interactions by providing customer data and creating tailored responses. However, personalization can go much further.
Imagine calling a contact center and being greeted by a virtual agent by name. This virtual agent already knows what you recently purchased and any potential issues you might have with the product.
From there, the virtual agent can either guide you through self-service for basic inquiries or direct your call to the best agent to handle your call — without needing to ask for anything.
Proactive engagement becomes the norm
AI-powered tools can make contacting a call center easier, but what if they could go one step further and provide support before customers even realize they need it?
AI tools can analyze past call trends to anticipate customer needs. This can lead to call centers proactively reaching out to customers to save them from frustration, ensuring prompt support that preempts any issues.
Multilingual support is widely adopted
Language barriers are often an issue for call centers, but AI can help overcome this challenge. AI technology is developing toward the point where it can provide real-time translations during calls, allowing agents and callers to communicate seamlessly in their native languages.
This enables call centers to cater to a broader international customer base and break down the language barrier on both sides of the call.
Related: How Generative AI Impacts Customer Support Functions
Leverage AI to the Fullest With Nextiva
AI is becoming an essential part of any call center environment. It’s the future for business communications and large-scale call center operations, as it provides new ways to improve operational efficiency, delight customers, and support agents on every call.
If you’re looking to transform your call center, Nextiva’s contact center AI is here to help. Nextiva adds innovative AI-powered features to call centers, including:
- Automatic, real-time transcriptions
- AI-generated call summaries
- Skills-based routing
- Dynamic scripting
- Task automation
- Speech-enabled IVR
- Intelligent virtual assistants
- AI-powered bots for self-service
All these features are easy to set up and deploy, with a smooth onboarding process that helps guide you and your agents through every step. Nextiva also offers top-tier support, which customers have praised for its efficiency and overall helpfulness.
If you’re ready to bring the power of AI to your call center, you can’t go wrong with Nextiva.
