Today, we live in a technological age, where digital tools and machinery make our lives more comfortable and convenient by transforming various industries. One of the latest technologies revolutionizing businesses is artificial intelligence (AI).
Many people still think of AI as something from science fiction, but it's no longer futuristic. AI is now a part of our everyday lives and is increasingly being used in industries like food, transportation, security, and more.
Soon, AI will also become a key player in the call center industry. People are excited about the potential benefits of integrating AI into call centers. The infographic below will show you how AI will be incorporated into the call center industry's existing processes, helping you stay updated on this exciting development.
The Role of AI in Call Centers
As technology advances, many tasks and issues can now be resolved with a click of a button. With this, customers’ expectations of addressing inquiries and problems are growing. 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 would soon be replaced with machines. In reality, AI is implemented to complement human agents’ work and make their jobs 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 generating or exchanging significant value. If the query requires more than a few clicks to solve, 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
Using Chatbots for Common Inquiries
74% of internet users prefer using chatbots for simple questions because they are faster and more convenient. Chatbots are great at handling straightforward customer service tasks, but human experts are better at addressing emotional and complex issues.
Automating simple questions reduces or eliminates wait times. A human agent might take a few minutes to find the right answer, but automation provides quick responses with less hassle, whether from a live agent, a chatbot, or a combination of both.
Capturing 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 handle 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 improve the customer experience and reduce costs in inadequate training and onboarding processes.
Predicting Customer Behavior and Detecting Emotions
Call center AI offers in-depth insights into 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 the agent can adjust correspondingly. This can help resolve problems before the caller gets snappy or worked up.
Enhance Your Business Efficiency and Customer Experience
Automating certain processes is not new. AI-supported call centers combine analytics, machine learning, and human skills to bridge gaps in efficiency. While AI helps call centers improve customer experience and employee satisfaction, it can't replace human connection.
If you're seeking a call center partner in the Philippines that blends human customer service with technology, consider working with Select VoiceCom. We offer professional and cost-effective outsourcing solutions tailored to meet your business support needs. Contact us to learn more!
Submit a comment