8 Benefits of Using AI in Call Centers

Contact center AI Agent

Ofer Ronen, co-founder and CEO of Tomato.ai, explains how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry.

Artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry. While the technology is not new, more companies are viewing it as critical to their long-term success. An AI-based call center, particularly one with voice generator solutions, can improve the customer experience, reduce agent churn, and boost company sales and savings. Let’s explore eight benefits of using artificial intelligence and machine learning in call centers.

1. Makes Offshore Call Center Agents Easier to Understand

Many offshore agents speak with accents that can make them hard to understand. Training reps to minimize their accents can be expensive and time consuming. Enter Tomato.ai, the first company to develop real-time accent softening that retains the agent’s own voice. The technology can improve agent performance and customer satisfaction, and in turn, boost sales and agent retention.

2. Better Call Routing

Artificial intelligence and customer service automation can expedite the process of determining the proper agent to which a call should be assigned. Contemporary call center software with smart call routing processes employs self-learning algorithms to accommodate customer personality models, behavioral data, call histories, and more.

3. More Insight into Customer Needs

Artificial intelligence can also generate detailed behavioral customer information profiles and make them available to company agents. Agents can use this information to anticipate customer needs and shift approaches where required.

4. Permits Real-Time Response Suggestions

While artificial intelligence may not produce perfect responses for every predicament, it can help representatives respond to a broad range of scenarios. For example, some intelligent technologies can provide real-time feedback about the flow of conversations with customers. Others can explore knowledge bases to find answers to vexing questions for which agents may otherwise be ill prepared to handle.

5. Acts to Safeguard Company Standards

Some companies employ artificial intelligence to ensure conversations with call center customers adhere to internal standards. The technology can also alert supervisors when interactions diverge from these standards, requiring intervention or follow up.

6. Promotes Self Service

AI is no substitute for human beings. However, the technology can typically handle simple, routine questions and requests, freeing agents to attend to more complicated calls. In the near future, AI is expected to allow even greater self-service automation.

7. Automates Repetitive Tasks

Many call center requests are fairly repetitive or mundane. Often, customers just want orders tracked, balances checked, or passwords reset. Leveraging artificial intelligence can provide swifter, more efficient service while circumventing repetitiveness agents would otherwise endure.

8. Can Help Brands Provide Consistency

In a poll, some 47% of GenZ members said they would drop a brand after a single negative customer service encounter. Thus, every interaction counts, as people increasingly seek consistent and personalized experiences. AI can help companies provide dependable experiences for all types of interactions.

The Takeaway

Artificial intelligence solutions can improve call centers’ efficiency, as well as customer and agent satisfaction. They can also enhance the quality of customer interactions, gather valuable data and generate predictive analytics.

About the Author

Ofer Ronen, co-founder and CEO of Tomato.aiOfer Ronen is the CEO of Tomato.ai, whose solution softens the accent heard on calls using GenAI. He previously led Contact Center AI work at Google. In addition, he sold 2 startup to Google and 1 to IAC, he mentors entrepreneurship students at Stanford, and occasionally invests in startups.

Share this:


on Twitter


on Facebook


on LinkedIn

Related posts:

声明: 该内容为作者独立观点,不代表新零售资讯观点或立场,文章为网友投稿上传,版权归原作者所有,未经允许不得转载。 新零售资讯站仅提供信息存储服务,如发现文章、图片等侵权行为,侵权责任由作者本人承担。 如对本稿件有异议或投诉,请联系:wuchangxu@youzan.com
(0)
上一篇 2024年7月22日
下一篇 2024年7月23日

相关推荐