How AI Is Revamping the Call Center

Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape.

Gone are the days of long wait times, repetitive processes, and frustrating customer experiences. Today, AI is paving the way for personalized, efficient, and engaging interactions that leave customers delighted and businesses thriving. According to a Gartner report, one in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% of interactions today that are automated using AI.

Let’s explore the transformative power of AI in call centers, uncovering how it is reshaping the way businesses interact with their customers.

AI Is a Top Destination for Investment

In our CX Leaders Trends & Insights: 2022 Corporate Edition, we discovered that 61% of organizations have either applied the use of AI to their contact center organizations or expect to soon. Although this number is up from 57% in 2021, it is still down substantially from 2020 when 71% of organizations had deployed (or planned to deploy) AI. AI continues to be a top destination for investment (page 70), but brands are also investing in technologies that enable AI, like Text/Voice Analytics, Big Data Utilization, and Predictive Analytics.


AI Application and Channel Deployment

Customer-facing solutions remain the most popular use of AI, occurring among 69% of those organizations currently deploying AI. This is followed by Agent-Assisting AI solutions, which occurs in an area (Agent-Assist Technologies) that saw a modest bump in investment year-over-year, as indicated on page 70. It remains to be seen how budgetary pressures might affect investments in AI in the near-term, yet it is certain investment will continue to flow toward AI in the future, especially as the possible applications of AI continue to broaden.


Objectives for AI

Several trends continue to offer promise when CX leaders were asked to identify which objectives they are primarily trying to accomplish with their use of AI. First, “Improve the Customer Experience” has further stretched its lead against other objectives, while use of AI to reduce costs and divert contacts continues to fall. AI best serves customers when it is used to simplify, expedite, or in some other way enhance the customer care experience, particularly in its application toward things like unassisted solutions. On the flip side, reducing cost and reducing human-assisted contacts are not customer-centric objectives and shouldn’t be the primary drivers of AI’s use.

Enhancing Customer Interactions

AI-powered chatbots and virtual assistants are taking customer interactions to new heights. These intelligent systems are equipped with Natural Language Processing (NLP) capabilities, allowing them to understand and respond to customer queries in real time. Say goodbye to scripted conversations and hello to dynamic, contextual interactions. With AI, call center agents can focus on complex issues that require a human touch, while AI handles routine inquiries with precision and efficiency.

Empowering Call Center Self-Service

Customers no longer need to rely solely on call center agents for support. AI has empowered self-service options, enabling customers to find solutions to their problems quickly and independently. Through intelligent chatbots integrated into websites and mobile apps, customers can access instant support, receive product recommendations, and resolve common issues on their own terms. This self-service capability not only boosts customer satisfaction but also reduces call volumes, allowing call center agents to dedicate their time to more complex and value-added tasks.

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Predictive Analytics for Personalized Experiences

AI-driven analytics is unlocking a wealth of customer insights, enabling call centers to deliver personalized experiences. By analyzing vast amounts of data, AI algorithms can predict customer behavior, preferences, and needs. Armed with this knowledge, call center agents can tailor their interactions, offering relevant recommendations and solutions that resonate with each customer. Through AI-powered analytics, businesses can foster stronger customer relationships, boost loyalty, and drive long-term success.

Streamlining Call Routing and Prioritization

Gone are the days of customers being passed from one agent to another, frustratingly repeating their issue multiple times. AI algorithms now analyze and classify customer queries in real-time, ensuring they are routed to the most suitable agent with the necessary expertise to handle the specific issue. This intelligent call routing saves time, reduces customer frustration, and increases first-call resolution rates. It empowers agents to focus on their strengths, leading to improved efficiency and overall customer satisfaction.

Continuous Learning and Improvement

AI never stops learning. Call centers are leveraging AI technologies to capture and analyze customer interactions, gaining valuable insights for ongoing improvement. Through sentiment analysis, AI can understand customer emotions and detect potential issues or areas of improvement. This data-driven feedback loop allows call centers to optimize their processes, refine agent training programs, and proactively address customer pain points. By harnessing the power of AI, call centers can evolve into customer-centric hubs of excellence.

From a Reactive to a Proactive Call Center 

The call center landscape is undergoing a remarkable transformation powered by AI. With intelligent chatbots, personalized experiences, efficient call routing, and continuous learning, businesses can provide unparalleled customer experiences that set them apart from the competition. The days of long wait times and frustrating interactions are becoming a thing of the past. It’s time to embrace AI and leverage its potential to elevate your call center into a customer-centric powerhouse.

Looking to gain more insights into CX technology and AI? Check out our CX Leaders Trends & Insights: 2022 Corporate Edition report (pages 72-77) or you can watch our recent CX Leaders Webinar, “How Generative AI, Gig, and Traditional Support Are Shaping the Future of the Call Center” on demand.