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80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting - Servion - Blog

80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting

The contact center has changed, and so too has its requirements. Tools and technologies need to be faster, smarter, and more flexible to meet current and future customer, agent, supervisor, and organizational needs. Translation: contact centers need to be AI-enabled. Eighty percent of CX leaders polled this year by Talkdesk say they believe AI will provide a better contact center experience.

Here are some valuable AI use cases for the next-gen contact center:

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Reduced Call Volumes

Forty percent of contact center managers surveyed by IDC this year said their facility experienced higher than usual call volumes – far more than their trained employees could handle. AI is poised to transform the contact center by reducing call volumes without compromising quality of service or operational efficiency.

Consider Conversational AI, which allows various AI and automation technologies to interact with people in a humanlike way. Instead of browsing, searching, and navigating for the information they need, customers can ask questions directly, get answers, and take action using a conversational interface such as an intelligent IVR or a voice or chat bot. Contact centers can seamlessly deflect or redirect customers to a digital self-service experience for handling basic requests like paying bills, password resets, and managing their accounts so they can maximize their most expensive resource: agents.

Better CX Measurement

Improving customer experience measurement is at the top of every contact center manager’s list of goals. To do this, they turn to a number of CX metrics like Customer Satisfaction (CSAT), Average Handle Time, Customer Effort, and Net Promoter Score (NPS).

Consider intelligent routing (also referred to as attribute-based routing and smart routing). Contact centers can automatically route an incoming caller to the best-matched resource within the facility or throughout the entire organization to create better service experiences and brand affinity. Also consider Conversational AI, which includes several different technologies such as sentiment analysis, intent recognition, and speech analytics. These technologies bring intelligence and scale to a variety of touchpoints and channels, enabling organizations to not only streamline service but understand what customers really want in conversation in real-time to better measure CX. Also consider speech biometrics, which improves agent efficiency and average handle time while delivering more personalized, outcome-based service.

Greater Agent Productivity

Customer service teams are facing extreme changes and challenges, especially given the COVID-19 pandemic. They are expected to seamlessly handle increasingly complex and emotionally charged interactions, many while working from home as organizations embrace blended and remote work models. AI is an invaluable investment in this area.

Applications of intelligent self-service like digital deflection and voice and chat bots allow customers to update information, submit requests, check on order statuses, and more – even as interaction volumes spike, without needing to add additional agents. At the same time, you’ll be freeing up live agents to more confidently handle complex interactions, take care of post-call work, etc. By 2023, Juniper Research estimates that businesses will save over 2.5 billion customer service hours as a result of implementing applications of AI like chatbots. 

Solutions on the Market

There are plenty of solutions available that will supercharge your contact center with AI. For example, Google Contact Center AI comes with a Virtual Agent platform that allows you to create voice and chat bots that automate interactions via voice or text and hand off the conversation to a live agent when the bot is unable to help a customer. The solution also comes with Insights, a module that uses Natural Language Processing (NLP) to identify call drivers and sentiment so you can better measure CX. There’s also Amazon Web Services Contact Center Intelligence (AWS CCI), which comes with its own set of features to improve quality management, customer satisfaction, and agent productivity.

Servion exists to help organizations determine which AI solution is best for their contact center. We’ll help you figure out what your business really needs, even managing everything for you so you can stop training, start gaining, and continuously optimize and evolve your AI investments within the contact center.

Publish Date: November 10, 2021 2:44 AM

2021 Buyers Guide Automation


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.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

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 Perfor...
(read more)

View more from Servion

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80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefitingNovember 10, 2021 2:44 AM
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