AI in Call Centers: The Role It Plays Unity Communications

Using Conversation Analytics, they set customisable goals, based on location, intent, airlines, and even specific brand words they marked as having high or low value. Using Infinity, they drove a 46% YoY increase in online phone conversion rate for their tailor-made holiday section. They used Conversation Analytics to pinpoint every call where key terms were used, along with additional clarifiers like where in the call they were spoken, or their proximity to other terms. Thanks to AI, they were able to drive a 63% reduction in CPA, reduce unanswered calls by 30%, and minimize common friction points across their major branches by 66%. We’ve discussed AI’s potential in transforming the contact center, now let’s take a look at the benefits. Streamline the forecasting and scheduling process by eliminating unnecessary complexity.

Gartner notes that call center operators can automate part or the entirety of call center interactions through voice or apps such as chatbots, so it’s using a fairly broad definition. This suggestion also means there are many ways “conversational AI” can be implemented and different ways savings can be calculated. Large companies like Walmart, Walgreens, Capital One, and Cathay Pacific will at the VOICE & AI conference to share how they’re navigating this new era of generative AI and learning from others. At its peak in 2019, Erickson’s conference, which was previously called just VOICE, attracted 5,000 people.

What can an AI call center do for agent performance?

As AI is very adept at recognizing patterns and quickly responding to questions, it can completely transform customer service. Furthermore, it improved service levels, deflection rates, and a noteworthy 42% increase in calls being correctly routed to the right agents was observed. Don’t miss out on the opportunity to see how Generative AI chatbots can revolutionize your customer support and boost your company’s efficiency. In the 2021 Global Contact Center Survey conducted by Deloitte Digital, customers ranked human connection and person-to-person service interactions as the most important factor in feeling valued by a brand. The survey also revealed that customers prefer to engage with the right channel, which increases the chances of resolving their issue on the first attempt. This may initially result in decreased productivity as agents may take time to learn the new technologies and may need to work closely with the AI until they are comfortable with the new tools.

• The story of the human race can no longer be told without mentioning AI’s overshadowing force.
• ChatGPT is best used for routine inquiries and is a helpful tool for customer communication, engagement, and support.
• This investment may not be feasible for smaller businesses or those with limited budgets, meaning that human agents will still be necessary for these companies.
• According to a report from Cresta Insights, the employee attrition rate at customer call centers that focus on support is about 1.3 times higher than the US average.
• As generative AI capabilities for these AI assistants and service reps continue to advance, they are becoming increasingly capable of handling complex tasks and customer requests without human intervention.

However, the data can only be beneficial to businesses if they get actionable insights from it. AI brings undeniable benefits to call centers, improving the customer experience and optimizing costs. IVR is commonly used with automatic call distribution (ACD) to prioritize calls and reduce wait times. IVR can also be used for self-service options, such as answering simple questions or taking actions that would otherwise require human assistance, and for payment processing. To better manage and handle the backlog, you need to categorize the content of all your customer support tickets and then understand the root cause of each problem on those tickets.

The AI call center supports and empowers agents

Only with an optimized schedule can a call center ensure all customer inquiries are dealt with by the appropriate agent(s) on a consistent basis, and in a timely manner. According to a report from Cresta Insights, the employee attrition rate at customer call centers that focus on support is about 1.3 times higher than the US average. This high turnover rate leads to a skills gap, as the new staff need to have the appropriate training or experience to deal with complex customer inquiries. For example, if a customer service rep has a 30-minute call with a customer that touches on several issues and shifts tone throughout the conversation. With the right tools, contact centers can use artificial voices that are trained to sound human-like and take calls, answering complex questions and/or triaging calls to more experienced reps just as a human would. For contact centers where video calls are more common, artificial intelligence avatars can also be generated that both look and sound like a human employee.

Read more about How To Use AI For Call Centers here.