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Article : 11 Benefits Every Contact Center Could Recognize Immediately by Investing in Voice AI

#contactcenterworld, @poly_ai

Author: Nikola Mrkšic, co-founder & CEO, PolyAI

Advancements in call center tech are poised to revamp systems currently plagued by endlessly long hold times, rare first-call resolution and overworked agents with bad attitudes. Call center voice AI is revolutionizing the contact center and rehabilitating its image by providing outstanding customer experiences that resolve questions and don’t require human intervention. Since AI is available 24/7/365, customers are able to receive support no matter the time of day they need it — and the utility doesn’t stop there. From operational optimization to customer delight, here are 11 benefits you can expect to see if you implement voice AI in your call center.

1. Enhanced call volume control. With AI-powered voice assistants on the front lines, frequently asked questions and repetitive queries can be quickly resolved without requiring a human agent to step in. This method dramatically reduces call volume and frees up your call center resources.

2. Quality customer experience cultivation. Since AI voice assistants are equipped to handle so many calls, live agents have the time to focus on more complicated calls that require empathy and a human touch. With shorter hold times and white-glove service from live agents, the call center’s customer experience improves drastically.

3. Demand fluctuation management. No matter the industry, call center demand can be unpredictable, and staffing challenges make meeting that demand difficult. With contact center voice AI, you can ensure you’re providing consistent support to callers, even during surprise peaks in demand. In slower times, AI can stand by without incurring downtime costs like live agents.

4. Data-driven opportunity identification. Structured data from call center voice AI can help improve operations and refine resource allocation. The insights from this data can further enhance customer experiences and uncover opportunities to further automate the customer journey.

5. Proactive problem-solving. The insights gleaned from data can also reveal patterns in customer calls so your call center can nip problems in the bud before they escalate. Further, if calls spike because of outside factors, the AI bears the brunt of those calls, reducing complaints and improving customer satisfaction.

6. Improved agent retention and job satisfaction. Call centers are infamous for high turnover rates, but with AI handling the repetitive calls, agents have more time to focus on higher-value, relationship-building calls. Automated systems also provide greater leeway for taking breaks to avoid burnout. This flexibility helps with agent retention and happiness and means you have to hire fewer entry-level agents.

7. Immediate call pickup. No one likes to wait on hold. In fact, according to recent PwC research, two factors people value most in their customer experiences are speed and convenience, and contact center AI can enhance both. This technology eliminates hold times and speeds up issue resolution. And since AI is available 24/7, customers can reach out whenever convenient.

8. Cost-to-serve reduction. Call center voice AI can optimize costs and efficiency with its always-on assistance that can easily handle call volume fluctuations. Since you only pay for the time the AI is engaged with customers, the cost per minute is significantly lower than that for live agents, and AI doesn’t need time off as humans do.

9. Revenue generation. Missed calls translate directly into missed revenue for your business. Since call center voice AI can handle routine calls like appointment scheduling or payment processing, your human agents can focus on higher-value interactions such as selling opportunities or relationship building. AI solutions go beyond simply saving costs – they can actively generate revenue by facilitating transactions and completing sales tasks around the clock.

10. Support capacity scalability. Voice assistants allow your contact center to scale with demand as needed. Rather than having to hire additional team members during peak times, AI can scale its support to cut out the need for expensive, time-consuming new hire onboarding and training. The ROI on AI is significant.

11. Security risk mitigation. Concerns about the security of rapidly evolving technology like call center voice AI come with the territory. However, AI can actually contribute to a more secure environment through the use of Knowledge-Based Authentication (KBA). KBA requires callers to answer a series of security questions to verify their identity. Unlike a live agent who has the potential to be swayed by an emotional appeal from someone, KBA will only move the conversation forward if every answer is correct, which actively contributes to a more secure environment for both customers and businesses.

Call centers that embrace AI aren’t just keeping pace with the speed of technological advancements; they’re actively shaping a sustainable future of improved customer experiences, increased operational efficiency and cost optimization. From handling routine inquiries to freeing up agents for complex issues and revenue generation, AI-powered voice assistants are driving success in the increasingly competitive call center landscape.

#contactcenterworld, @poly_ai

About PolyAI:
Company LogoPolyAI was founded in 2017 by Nikola Mrkšic, Tsung-Hsien Wen and Pei-Hao Su. The founding team has delivered some of the key deep learning breakthroughs in Conversational AI during their time at the University of Cambridge, including some of the first deep learning architectures for language understanding, dialogue management and language generation. PolyAI has offices in London, New York and San Diego.
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2024 Buyers Guide Messaging Systems


miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

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