In today’s fast-paced world, customer service is more important than ever. Customers expect instant support and immediate responses to their queries. With the advent of Artificial Intelligence (AI), companies are transforming their contact centers to improve CX and increase efficiency. Today we let you know more about AI in contact centers.


AI in contact centers.


AI in Contact Centers

AI in contact centers refers to the use of AI-based technologies like chatbots, voice recognition, and natural language processing (NLP) to automate customer interactions. Contact centers use these technologies to handle customer inquiries, complaints, and feedback.

This is an important trend, for multiple reasons. On the one hand, most of the world’s population is on some kind of social media platform, which means that people expect to be able to seek customer service right there. On the other hand, the traditional app market has stalled. People are tired of downloading a mobile app for every single company or brand they interact with. They want to access those same functionalities via a central hub. This hub can be Facebook Messenger, Skype, WhatsApp, or another platform. This is why social media must be integrated into your contact center infrastructure. Developing chatbots, with the help of new AI technologies, is a must!


Types of AI in Contact Centers

AI in contact centers can be broadly classified into three categories: rule-based systems, machine learning, and deep learning.

  • Rule-based systems use predefined rules to identify customer queries and provide pre-defined responses;
  • Machine learning uses algorithms to learn from customer interactions and improve responses over time;
  • Deep learning is a subset of machine learning that uses neural networks to process complex information, such as speech and natural language.


Use Cases of AI in Contact Centers

Chatbots are one of the most common use cases of AI in contact centers. They can handle basic customer queries, such as order tracking and product information. This frees up agents to handle more complex issues. NLP is used to analyze customer feedback and sentiment to understand their needs better. Additionally, AI-powered speech recognition systems can help agents identify and address customer issues faster.


Chatbots: how do they work?

The goal of the chatbot is to provide immediate assistance to consumers, emulating the knowledge and charisma of a human agent. It should recognize at least 100 intentions and be able to identify the customer’s state of mind, including emotional cues. If unable to fix the problem, the chatbot will redirect the customer to the best human agent available. The agent, in turn, will have access to the previous interactions and greet the customer by name, fully aware of the problem and quickly able to offer a solution. This will speed up the whole process.

The neat part about chatbots is that they are infused with machine learning capabilities, which means that they’ll get better over time. Their knowledge base will grow, and they will “learn” how to better help the human agent, offering a seamless customer service approach.

This balance between AI and Human Interaction is key to a well-oiled support machine. With OneContact Flows you can easily implement chatbots taking all these factors into consideration, and choosing the right strategy for your business and your customers.


What else is AI giving me?

With AI technologies in the contact center, quality monitoring systems become smart and predictive. The platform automatically analyzes every interaction coming in or out of the contact center, from call volume to emailed responses. What would be a massive undertaking for humans is a simple operation for the system. By analyzing interactions, the platform will be able to start predicting future trends and suggest appropriate actions to deal with peaks, train agents, and improve service levels over time.

Even though Messenger bots are all the rage these days, there’s something to be said about bots designed for email automation. Based on the company’s requirements, these smart bots will schedule emails and automatically analyze the return of the campaign.


Developing conversation scripts

Customers have come to expect automated responses in certain stages of their support interactions. However, it’s important to offer the same engaging experience and clear information throughout the different channels. That’s the goal of OneContact Flows, which unifies the conversation scripts to be used both by the IVR system and the conversational bot. This solution is key to further developing the chatbot “behavior.”

The chatbot will be trained to correctly identify “INTENTIONS” within hundreds of possible scenarios, as well as the “ENTITIES” involved, and what kind of immediate help can be provided. The more you train the chatbot, the better it will be at detecting the “EMOTIONS” displayed by the customer. Based on the valuation, the bot will determine if the conversation needs to be transferred to a human agent.

Based on Collab’s experience, the best way to train bots is using human agents, who will listen to the interactions and shape the bots’ reactions.


Future of AI in Contact Centers

The future of AI in contact centers looks promising. Emerging technologies like augmented reality and virtual agents have the potential to revolutionize the contact center industry. Augmented reality can provide customers with a more immersive experience. Virtual agents can handle customer queries and complaints without human intervention.

AI in contact centers is changing the way businesses interact with their customers. By automating repetitive tasks and providing quick and accurate responses, AI is improving customer experience and increasing efficiency.

AI and Chatbots are here to help companies achieve higher efficiency and effectiveness, allowing managers and supervisors to run their contact center operations like a well-oiled machine. At the same time, the customer is being assisted through a multitude of different touchpoints which helps to offer a unique customer journey.


And what about ChatGPT?

ChatGPT is a large language model developed by OpenAI. This model can be integrated into contact centers to provide automated chat assistance to customers. It can be a valuable tool for businesses looking to improve their customer service capabilities and streamline their operations.

Is this a topic of interest that you would like to explore?
Don’t miss out our webinar on ChatGPT integration! Stay tuned!
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