AI in the contact center

5 Ways to Use AI in the Contact Center

Artificial intelligence (AI) isn’t about replacing live, human agents with robots; it’s about supporting the agent by handling more routine issues so customers can get live help for their complex issues.

Here are 5 ways contact centers can use AI.1. Replace simple IVR processes.

1. Replace simple IVR processes. Basic IVR can do something like transfer a call to the sales department. AI takes this several steps further thanks to machine learning and natural language processing, allowing it to understand what the customer is saying (as opposed to just giving the customer a string of choices). AI can get rid of annoying queues and “If A, then B” action sequences and replace them with smarter, more human interactions.

2. Act as an agent assistant. AI can function as an assistant by sitting on the desktop, collecting customer info via a bot that’s currently serving the customer, then alerting the agent about what their next steps should be. This goes back to the overall purpose of AI to help the agent perform better and to work smarter instead of harder.

3. Be part of the quality assurance team. AI solutions can analyze agent and customer conversations and give live feedback to team leaders and QA teams about both what is being said and how it’s being said. AI listens and interprets more than just words  it can also ascertain stress level and clarity of speech.

4. Help stabilize workforce management.AI can not only predict upcoming spikes in communication based on data but it can also recruit agents to fill in the gaps in the schedule. Also, since AI can handle a number of more basic customer needs on its own, it reduces the number of employees needed at any one time and levels out major peaks and valleys.

5. Improve the customer experience. AI can analyze the customer journey to determine where the hottest touchpoints are as well as different areas for improvement. It can also understand customer patterns and predict experiences in order to deliver an excellent experience before the customer even realizes what they need next. AI is finding its way into all sorts of brands, organizations and business processes. One of the places where it’s making the most impact is in the contact center. Managers are using AI to create better experiences for everyone, from agents and supervisors to the customers themselves.

How AI Impacts the Future of Contact Center Agents

For the past few years, artificial intelligence (AI) has been a major topic in business. Right now, one of the best uses for AI algorithms is to process data and then make recommendations or predictions related to the customer. There are more advanced ways to employ AI too, though, many of which interact directly with the customer. By adding newer types of AI to the contact center, another question arises: what does this mean for live agent support?

Invisible vs. Visible AI

Much of AI runs in the background, making it invisible to customers. For example, AI can analyze history and trends to make customized recommendations. While customers may not know how, they certainly know that their experience is improving. Visible AI, on the other hand, interacts directly with the customer. An example of this is Siri for iOS, a digital assistant that you can interact with relatively naturally and without looking at your device.

The invisible types of AI have been around for a long time. They’re mature, and they effectively improve and streamline processes. Visible AI, though, isn’t nearly as mature. There’s more room for error, and since customers are dealing with it directly, problems need to be swiftly addressed by live agents.

AI Accuracy and Live Support

There’s often a question of how much AI will replace humans in the workplace. It’s unlikely that AI will ever be 100% accurate, which is why a live support team is still integral to the contact center. Any AI that’s customer-facing requires a support team behind it that can quickly jump in if a mistake is made. Live agents are the only ones able to handle tasks that require empathy, in-depth decision-making skills, and high-level understanding.

Furthermore, some experts think that it’s best to keep AI and human-ness separate. They feel that no matter how much tech advances, AI is never going to be truly human – and maybe it shouldn’t try to be.

Smarter Hiring with AI in Mind

As modern contact centers integrate AI into their routine processes, there should be more of a focus on communication, creativity and empathy skills when hiring agents. Once you know which tasks you’ll automate using AI, you can hire people who match the skills needed for the tasks you can’t or won’t automate.

How do you use artificial intelligence in your contact center?