Currently, the world is pretty absorbed in AI or artificial intelligence. From tech giants such as Facebook, Amazon, Microsoft, and Google to start-up incubators tucked away in the suburban areas of San Francisco, everyone is devoting their time and money to create future ready AI products. These inventions (both hardware and software) are projected to change the way we do business.

Nevertheless, even with all the buzz and interest, the cloud of doubts over AI technology and its usage in the business world are growing by day. Take for instance, call center performance. In recent times, a great deal has been articulated and printed about the great impact of AI on call centers.

A new Gartner study envisages that, virtually 85% of customer engagements will via enterprise chatbots by 2020. Therefore, future call centers shall more effective, analytical and high on performance.

Virtual customer assistants (VCAs) will be able to envisage customer queries and give them a custom-made solution. Generally, the technology will not only enhance customer experience but the first to implement will have a conclusive advantage over their rivals. Sounds great!

While promising, call center owners and managers have countless impending questions. This is because even with AI is developing, it is still an emerging technology. Thus, the effort of this article banishes all doubts for the below questions:

#1. How will the call centers manage to envisage customer requests in advance?

#2. Will the customer engagements with the VCAs be correct?

#3. What about cost savings?

To capably answer these questions, it is important to get an ephemeral comprehension about AI and how the technology will be implemented or used at each stage of call center communication.

Artificial Intelligence (AI): A Quick Glance

In the context of artificial call centers, AI shall expand at three levels. These are summarized as under:

  1. Predicting Queries

All thanks to big data, artificial intelligence bots will be able to envisage and evaluate questions based on past customer engagements.

  1. Effective Communications

VCAs or Smart bots will be able to achieve direct query management regardless of the time and location.

  1. Automating Operations

Wherever relevant, AI will be able to automate operations. For instance, following up with buyers is a very vital part of customer experience which the AI will be able to achieve and prioritize

The three aspects combined together will enable call centers to be resourceful and at the same time assure customer gratification as they no longer have to go through terminated IVR system.

The Driving Force Behind AI

Pondering, how AI will be able to achieve these splendid responsibilities? This is conceivable through a mixture of narrow AI or impassive artificial intelligence. Siri is the best example to comprehend narrow AI that depends on predefined feeds as it is not intelligent software. Deducing from that, the call center ai software will comprise of the following components:

Big Data + Natural Language Processing + Machine learning = Smart & Predictive Call Center Software

Big Data – Will it Enable Calls Center to be Smart and Predictive?

With time, customer expectations have spiraled. A caller assumes the call center agent knows who they are, what their previous relation with the business was, and why specifically they are reaching out for assistance. These trends are now widespread; but with the aid of big data, contact centers will be a step ahead.

Picture a customer calling a call center for a specific problem they are encountering with a product or service. The customer’s previous interaction shows that they have never phoned the call center before signifying it is a serious situation.

Now this is where AI does its magic. The pre-defined range of the software will allow it to prioritize the call and swiftly address the customer’s call, thereby enhancing customer experience. This is just one instance of AI application in call centers. The multi-faceted technology will help the enhancement of vital performance indicators in a call center in numerous ways and formats.

The modern world is driven by big data. A person’s activity on the internet is regularly logged. This translates into a “gold mine” of data that consist of customer persona, user behavior, user preference and location. All this data can be used to provide greater inbound call center metrics.

So, the predictive nature of call center software driven by AI will is anticipated to be innovative and refined.

In the past year or so, Taco bell, a well-known American fast food joint introduced Tacobot for its customers. Built on artificial intelligence, Tacobot is a messaging app on Slack where one can order for whatever they want. The bot is a smart assistant that organizes orders, group orders, answers questions as well as recommends menus. 

Tacobot is a good example of employing AI software and using virtual assistant to communicate with consumers. The messaging app is well-known and has boost the brand of the company. But this is just the first step.

Amazon Alexa has transformed the game of using Natural Language Processing (NLP) in a huge way. This has created a window of chance for product pacesetters and the developer community from around the world to make NLP technology and speech recognition more powerful and advanced.

Owing to NLP, virtual assistants are anticipated to be more precise, effective and will be able to comprehend and help in a very reasonable and normal manner.

AI : A Primary Cost Saving Tool for Businesses

One thing is for sure, AI, specifically chatbots conversations will save companies and corporates a lot of money.

Natural language bots will be able to perform faultless engagements with customers. In addition, it will be technologically progressive enough to automate responsibilities. The potential is huge, and in every business, the level of automation will differ.

Contact Center of the Future: Combination of AI + Human Agent

To summarize our article, the potential of AI is incredibly huge and unlimited. Big corporations are already steering towards using ai in every aspect of their operations. However, the role of humans won’t be undermined. In fact, the combination of AI technology and human will make call centers more flexible, effective and high performing.

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