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The Rise of AI in the Call Center Industry - Executive Boutique - ContactCenterWorld.com Blog

The Rise of AI in the Call Center Industry

Today, people live in the age of technology—a more comfortable and convenient life thanks to digital tools and machinery that are transforming industries. One of the latest technologies that are disrupting businesses is artificial intelligence (AI).

Many people still associate artificial intelligence with science fiction, but it is no longer a new concept and buzzword that holds ambiguous meaning. AI has gradually become commonplace in people’s daily lives, continuing to break into industries such as food, transportation, security, and many more.

Soon, AI will enter the call center industry, and people are looking forward to the promising integration of AI and call center. The infographic below will walk you through how AI will be incorporated in the call center industry’s existing processes to keep you up to speed with the latest developments between this merge.

Role of AI in Call Center 

As technology advances, many tasks and issues can now be resolved with a click of a button. With this, customers’ expectations in addressing inquiries and problems are growing higher. Regardless of the medium, they expect immediate solutions and quality customer experiences.

The introduction of artificial intelligence in the call center industry gave people the impression that live agents will soon be replaced with machines. In reality, AI is implemented to complement the human agents’ work and make their job more efficient and effective. AI is breaking into the industry to enhance—not replace—customer service representatives.

For instance, when customer interactions are simple, a chatbot can take over such basic inquiries without any significant value needed to be generated or exchanged. If the query requires more than a few clicks to solve, that’s when a call with a human agent would be better. AI is effective and highly helpful because it provides data to agents as they need it, elevating the customer experience in real-time.

How AI Supports Customer Service Agents

  • Chatbots for common inquiries

About 69% of consumers actively select chatbots to help address their basic queries because they are faster. Chatbots make for excellent assistants, taking care of the rational side of customer service. However, an expert still works best to manage the emotional side of the job and other more complex issues.

Resolving simple questions automatically reduces or eliminates holding times. If a human agent were to answer basic queries, it might take them a couple of minutes or more to find the proper script or resolution for the problem. Automation allows customers to get the answers they’re looking for with reduced friction, regardless if it comes from a live agent or a combination of both humans or chatbots.

  • Captures data from customer interactions

AI tools are programmed to capture and learn data collected from every customer interaction, which goes through their analytics engine. The insights can then be used to improve and optimize the call center process and customer experience. 

For instance, AI tools that run sentiment analysis can catch tone, mood, and language signals that entail impatience or dissatisfaction faster than a human advisor can spot.

  • Automating repetitive tasks

To help your agents focus on what they do best, you can free up their time from performing menial, routine tasks with automation. 

AI technology for customer service can take care of queries like bill payments, address or account changes, and more. Additionally, workflow automation can aid agents with everyday tasks, like inputting and locating data, sending emails, creating a profile for future reference, and following up with leads.

By equipping agents with advanced tools, call center companies can encourage their employees to focus on elevating the customer experience and reduce costs in inadequate training and onboarding processes.

  • Predicts customer behavior and detects emotions

Call center AI offers in-depth insights of individual customer calls at a level human managers or specialists cannot provide. This ability to capture customer data trends allows managers to set up best practices and predict the end-result or consequences of any particular course of action.

For live agents who are new, inexperienced, or don’t have the natural ability to discern customer emotions during a call, the AI technology can notify them when their clients are growing moody so that the agent can adjust correspondingly. This can help resolve problems before the caller gets snappy or worked up.

Summing It Up

Automating certain processes in any industry is not new. AI-supported call centers harness the power and benefits of combining analytics and machine learning and human skills and techniques, bridging the gap in inefficiency.

While AI is slowly taking over the industry and helping call center companies improve their customer experience and employee satisfaction, there’s one thing it can’t replace: human connection.

If you’re looking to outsource certain business functions, consider working with a call center in the Philippines. Executive Boutique Call Center provides top-notch service that can serve your business well. Head over to the Executive Boutique Call Center Contact Us page and drop a message to learn more!

Source: https://ebcallcenter.com/outsourcing/rise-ai-call-center-industry-infographic

Publish Date: May 10, 2021 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Executive Boutique

Recent Blog Posts:
A Manager’s Guide to Evaluate the Performance of an Outsourced TeamOctober 8, 2021 5:00 AM
EB Call Center is Officially HIPAA CertifiedSeptember 27, 2021 5:00 AM
The Art of Persuasive Speech: How to Ace a Sales CallJuly 13, 2021 5:00 AM
The Rise of AI in the Call Center IndustryMay 10, 2021 5:00 AM
How to Work with Your Outsourced Team: A Manager’s GuideMarch 22, 2021 5:00 AM
The Future of Call Center: 14 Must-Know Statistics and TrendsOctober 9, 2020 5:00 AM
Outsourcing in the Era of Customer CentricityMarch 20, 2020 5:00 AM
Boost Your Team’s Efficiency With These TipsOctober 21, 2019 5:00 AM
How to Confront Without Rocking the BoatOctober 4, 2019 5:00 AM
How to Identify Which Outsourcing Company is Right for YouAugust 30, 2019 5:00 AM

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