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3 Key Benefits of AI in the Call Center

  • 2 mths ago

Call centers can use artificial intelligence (AI) to help customers in many ways, reducing resolution times for users and the amount of work required of agents.

Brands commonly use conversational AI to scale conversations with customers. Unlike one-to-one phone calls or static websites, conversational AI delivers personalized experiences for thousands — even millions — of people where and when they want.

This ability to scale has become more valuable as people continue to hold most of their communications via messaging conversations.

By combining conversational AI for messaging, speech recognition and analytics for voice and integrations for a holistic view of all conversations, brands get a more comprehensive, unified system to connect across channels and reduce consumer frustrations.

“Messaging and conversational AI leverage channels that consumers use every day to communicate with friends and family, be it Apple Messages, WhatsApp or Facebook Messenger,” Joe Bradley, chief scientist at LivePerson, told CMSWire.

Bradley explained that with conversational AI tools, contact centers can measure how they perform against resolving customer intents, or the reasons why they reach out.

For example, LivePerson’s Meaningful Automated Conversation Score can provide information on where bots perform well (or not) at each turn of the conversation, allowing organizations to drill down and discover how to optimize customer conversations continually.

AI Can Augment the Human Touch

Poorvi Shrivastav, GM and vice president of products at HubSpot, pointed out that AI is used throughout the entire lifecycle of a call to reduce operational overhead and provide a personalized customer experience.

“Call center leaders can leverage AI to analyze customer sentiments, agent performance and key problem areas in order to create a stronger support experience,” she said.

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