AI in the cloud contact center: getting ready for 2022

AI (artificial intelligence) impacts all areas of service delivery, and customer service is no exception.

Today’s contact centers are no longer huge workplaces with rows of agents answering questions and taking orders over the phone. They have grown into comprehensive contact centers that use the latest technological advancements, including mobile, email, chat, and texting, to be as user-friendly and cost-effective as possible.

This evolution also includes the use of AI, where technological systems demonstrate human intelligence behaviors such as learning, problem solving, and planning. It continuously provides multiple communication channels without necessarily needing human beings. So organizations are looking for AI to offer several benefits, including cloud services.

Benefits of AI in Contact Centers:

Most companies have already started strategizing for the New Year, and if you’re running a contact center, hopefully AI will be included in your 2022 plans – why?

AI can be used to help agents

While an agent listens to a customer on a phone call, the AI ​​can work in parallel and do some of the heavy lifting of searching a knowledge base for answers while still allowing the agent to focus. on interaction with the customer. Once the information is presented to the agent, they can review the results in real time, decide what will work best in each situation, and communicate the response to the customer.

Tools like Bria Enterprise overlap with any VOIP solution, providing an easy-to-deploy, cloud-managed unified communications (UC) solution that can be scaled from one to thousands of workstations.

See how Bria works here: https://go.counterpath.com/partners/scopserv/enterprises

AI can help run background analytics

Predictive Contact Routing analyzes key information, such as whether the caller is spending a lot, the type of products they are purchasing, their sales history, projected future behavior, and other key factors to route calls to. the agent who has the best skill set to work successfully with the client.

Contact centers can use voice analysis technology to analyze recorded calls with customers (after-call analysis). Speech analysis technology can also be used in real time to analyze a caller’s tone and inflections to indicate when they appear frustrated, show anger and need agent intervention. / more qualified supervisor.

Callbi is a secure, cloud-based voice analytics solution for contact centers, with local support and hosted in your area.

Other factors to consider:

AI can cut costs – If an automated system is working well, customers can even contact it more frequently to get their answers quickly and easily. This will reduce queues, eliminate the time required for a human response, and lower overall costs.

The future of AI

The potential power of AI is enormous. When implemented correctly, it is a complementary technology to the human contact center.

Over time, AI will provide contact centers with an opportunity to reduce their spend and improve the customer experience, but the human element of live agents will always be a requirement for a successful contact center operation.

At ScopServ, we offer a wide range of AI and cloud contact center products that help customers and agents stay connected to businesses wherever they are.

For more information about Callbi or Bria Enterprise, you can contact us directly on: (+27) 11 700 3800 or e-mail: [email protected]