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How AI Is Changing the Customer Service Space - A Better Answer - Blog

How AI Is Changing the Customer Service Space

The idea that robots or artificial intelligence (AI) will start taking over human positions is now very real. Even the customer service industry is utilizing it to improve customer experiences. 

Want to know how? Here are six ways AI is changing the customer service space.

Providing a Proactive, Personalized Customer Service Experience 

It’s hard enough for companies to handle the customer service needs of their current customers. Adding on proactive customer service can be difficult, but AI is helping. 

AI is becoming the first contact for customers and clients. It can be used to proactively answer common questions or concerns prospects have before they purchase your product or service.

Typically, AI is used in the form of a chatbot. Prospects or customers can type in their questions or choose from a list of frequently asked questions and the AI bot answers them, making it a win-win for the company and the prospect. 

A chatbot enables companies to catch inquiries in the moment while prospects are shopping or investigating. Communicating with prospects in this process of their buying journey will increase sales.

The majority of e-commerce purchases are made on Monday and Thursday nights between 8 and 9 p.m. when most offices and businesses are closed — so utilizing an AI system, a virtual assistant or an answering service to handle inquiries after hours is crucial. 

AI systems also use a feature called intent prediction.

Intent prediction uses an algorithm that predicts a customer’s next steps based on their online actions like web page views, button clicks and purchases. Using a feature like intent prediction helps companies proactively address issues before they arise, offer help when a customer or prospect needs it most and deliver a personalized experience.

If a customer visits the shipping page or clicks the “how to track my package” option on a website multiple times and calls a company support center, AI can predict which department the customer wants to be transferred to. In this case, it would be the department that handles accounts or tracking information.

The tracking information and metrics an AI system documents can also provide a hyper-personalized experience.

Algorithms are being used to predict when a client is about to leave or cancel their subscription. The client will then receive personalized deals or packages to increase customer retention. 

Online streaming services predict what their users want to watch and suggest personalized options based on demographics and viewing history. Algorithms have saved Netflix $1B in customer retention.

Transferring Calls

A common hurdle many companies hit is an influx of incoming calls with only one person to handle them.

At most companies, a receptionist handles incoming calls — along with office, administrative and other duties. When a receptionist gets tied up with calls all day, they will not get their other tasks done and calls will go unanswered.

An AI program can handle answering and transferring calls. The process is similar to an automated answering system where a caller is asked a few questions about why they’re calling. AI gives them the help they need or transfers them to the appropriate person or department.

Having a system answer and transfer calls not only decreases hold time and limits frustrations from incoming callers, but also takes an entire task off of your receptionist's plate to free them up for other initiatives.

Analyzing Emotion

In the customer service space, AI is also being used to analyze emotions.

Emotion analytics analyzes an individual’s verbal and non-verbal communication to understand their mood or attitude.

In a chat or phone call, AI can gauge the client’s feelings, attitude, and demeanor before they speak to a human representative. This is beneficial because when AI notices seemingly angry customers, they can transfer the customer to the customer retention or relations department to make amends. On the other hand, AI can transfer happy customers to a sales team or account rep to pitch an upsell while the customer is in a good mood.

Making You Available 24/7

AI can give companies 24/7 customer service availability; however, they can’t give the full effect of a human yet. AI is helpful for proactive calls, simple inquiries, and guidance.

Customers these days expect companies to be available around the clock and want short wait times to speak to a representative.

AI systems can tell a customer the location of a package, the status of a flight or the link to a web page, but they are not able to handle complex situations or make managerial decisions ... yet.

Helping customers when they need you is the best way to increase sales and improve your customer service experience.

Boosting Agent Mood and Productivity

It’s no secret happy employees give better customer service. In fact, companies that have happier employees show 147% higher earnings per share than their competitors, while disengaged employees cost U.S. companies up to $550 billion a year.

In the customer service world, AI systems help customer support reps understand which calls to prioritize, give them personalized points to connect with customers and streamline their processes. 

Supporting representatives with the best tools available will provide the best customer experience outcome.

Is AI Taking Over Customer Service?

While utilizing the glitz and glam of AI sounds appealing to many companies, 90% of customers still want to be greeted on the phone by a friendly human voice, proving human interactions are here to stay (at least for the foreseeable future). 

On top of that, companies spend $6,000 to $300,000 for custom AI solutions — a hefty amount, especially for small to mid-sized companies. 

Did you know hiring an answering service can meet many of your customer service needs and is less expensive than an AI system?

If you need A Better Answer or help meeting customer service demands and you’re weighing your options, here are the benefits of outsourcing over hiring in-house.

Publish Date: June 28, 2021

2023 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

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