• Cryptocurrency
  • Earnings
  • Enterprise
  • About TechBooky
  • Submit Article
  • Advertise Here
  • Contact Us
TechBooky
  • African
  • AI
  • Metaverse
  • Gadgets
Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors
  • African
  • AI
  • Metaverse
  • Gadgets
Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors
TechBooky
Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors
Home Artificial Intelligence

How Artificial Intelligence Can Be Used In The Contact Center

Contributor by Contributor
February 26, 2018
in Artificial Intelligence
Share on FacebookShare on Twitter

The world has been abuzz about artificial intelligence or AI. Technology bigwigs Mark Zuckerberg and Elon Musk even had a series of very public discussions about it recently. Consumer solutions such as Apple’s Siri and Amazon’s Alexa have become certified runaway hits and are quickly changing how people interact with their personal and home devices.

But despite the growing interest around AI, a lot of people in the business industry are still wondering about what exactly can this innovation bring to the table. For instance, a lot has been said about how AI can make a huge impact on contact centers and customer service, but company owners and IT decision makers still raise many questions regarding its definitive benefits to the business process.

It’s probably because it is still a relatively new and emerging technology. There’s also a looming fear that sophisticated programs may one day reduce, if not completely replace, the workforce. In the call center industry, wherein operations are fueled by individual human operators, this poses a potential threat so it will be best to have even a general understanding of how AI technology can be implemented in contact center environments.

Predictive Analytics

Predictive analytics is a powerful tool that companies can use to gain a deeper understanding about both employees and customers. With this technology, contact centers are able to make predictions about the future through a combination of statistics, machine learning, data mining, big data, and of course, artificial intelligence.

For instance, agents can gather information about a customer and use it to predict his next move through the use of “intelligent” software. After analyzing the information provided by the software, the agent can learn about the client’s behavior and preferences. How frequent does this person contact the company? How much are we earning from him? This can help lead to better customer interactions and result to a sale or a higher level of customer satisfaction (depending on the nature of the transaction).

Voice Analytics

Voice analytics can provide an overall picture of how each contact center transaction goes. Say, you have a sales representative attempting to entice several leads into subscribing to a cloud PBX product. Traditionally, they will be transacting over the telephone, without any body language or any other clues usually present in face-to-face transactions. By using AI technology to analyze voice patterns, managers can easily pinpoint which customers are about to buy and which customers are still undecided. They can then move to aggressive selling or offer the qualified prospects something that will definitely make them convert.

If you have a team that handles customer complaints, they could use the information to see which customers are at the risk of ending their relationship with the company. This team can then focus their efforts on retaining customers who are on their way out.

Voice analytics can also be a powerful tool in measuring how reps handle customer calls. Are they engaging? Are they enthusiastic and confident while speaking to clients or are they monotonous and robotic? By monitoring the agents’ pitch or their use of keywords and scripts, managers will be able to find out which agents are productive or effective in performing their duties. They can also barge in to intercept negative interactions between agents and clients when needed to keep customers satisfied.

Additionally, contact center decision makers can use the information they gathered from voice analytics tools for agent training.

Natural Language Processing

In 2016, American fast food chain Taco Bell introduced TacoBot, an AI-powered service that allows customers to place orders through a messaging app built on Slack. The tool is able to answer questions, recommend menu items, and facilitate transactions from beginning to end.

This is just an example of how, through the use of Natural Language Processing or NLP, simple apps are quickly becoming virtual assistants that are capable of interacting with customers in an efficient, logical, and natural manner.

The beauty of using artificial intelligence in contact centers is that data can be collected from both ends of the phone line; a win-win situation for both sides. Decision makers are able to analyze agent performance to improve processes and at the same time get a good idea of which callers are on their way to making a purchase or are completely satisfied with their service.

With AI, your call center will truly be able to see and understand what happens in every conversation and help you make informed decisions – and informed decisions usually result to higher quality performance. Ultimately, such technology would be a good supplement to your workforce.

And mind you, this is only the beginning for artificial intelligence in call centers. Such products are becoming more and more sophisticated and powerful to create more effective contact centers in the near future.

Author info

Klaris Chua is a passionate content creator who has written a lot about cloud communications, particularly in the fields of web meetings and team collaboration. She has a trained eye in digital design and print magazine layout. Connect with her through LinkedIn or Twitter.

Related Posts:

  • Apple-Intelligence-860×488
    Gemini and ChatGPT Lead Apple by Two Years in AI Race
  • 1746258457
    WhatsApp Hits 3B Monthly Users Amid Meta AI Push
  • image-2025-03-07t124508-1741331717008-compressed
    AI Concerns Lead Apple to Delay Siri Upgrade Indefinitely
  • Apple Intelligence
    Apple Intelligence is Revolutionizing Tech Rivalry…
  • 220104104750-01-mark-zuckerberg-elon-musk-split
    The Musk vs. Zuckerberg Cage Fight: A Tech Battle…
  • 1674052820_homepod
    Siri Delays Cause Apple's Smart Home Hub Launch to…
  • babak-habibi-34uOaL1He4w-unsplash-1
    Samsung Sets To Join The AI Race And Bans…
  • elon-musk-reportedly-on-the-verge-of-raising-billions-for-hi_vsx6.1248
    Elon Musk's AI Start-Up xAI Is Raising $6B To…

Discover more from TechBooky

Subscribe to get the latest posts sent to your email.

Tags: AIartificial intelligencecall centreguest postNatural Language Processingtelecomvoip
Contributor

Contributor

Posts by contributors. You can send in a post to be reviewed and published to info@techbooky.com

BROWSE BY CATEGORIES

Select Category

    Receive top tech news directly in your inbox

    subscription from
    Loading

    Freshly Squeezed

    • Vietnam Will Soon block Telegram, App Owners are Surprised May 24, 2025
    • Widespread Downtime Reported By X Users May 24, 2025
    • MongoDB Enters Africa Through Nigeria Targeting $100B Digital Market May 24, 2025
    • Meta Quest’s Headgear Will Soon Support 3D Instagram Images May 24, 2025
    • Mozilla To Shut Down Pocket To Concentrate On Firefox May 24, 2025
    • OpenAI Upgrades Operator Agent’s AI Model May 24, 2025

    Browse Archives

    May 2025
    MTWTFSS
     1234
    567891011
    12131415161718
    19202122232425
    262728293031 
    « Apr    

    Quick Links

    • About TechBooky
    • Advertise Here
    • Contact us
    • Submit Article
    • Privacy Policy

    Recent News

    Court In Russia Issues Approval To Block Telegram App

    Vietnam Will Soon block Telegram, App Owners are Surprised

    May 24, 2025
    Widespread Downtime Reported By X Users

    Widespread Downtime Reported By X Users

    May 24, 2025
    MongoDB Enters Africa Through Nigeria Targeting $100B Digital Market

    MongoDB Enters Africa Through Nigeria Targeting $100B Digital Market

    May 24, 2025
    Meta Quest’s Headgear Will Soon Support 3D Instagram Images

    Meta Quest’s Headgear Will Soon Support 3D Instagram Images

    May 24, 2025
    Mozilla To Shut Down Pocket To Concentrate On Firefox

    Mozilla To Shut Down Pocket To Concentrate On Firefox

    May 24, 2025
    OpenAI Upgrades Operator Agent’s AI Model

    OpenAI Upgrades Operator Agent’s AI Model

    May 24, 2025
    • Login

    © 2021 Design By Tech Booky Elite

    Generic selectors
    Exact matches only
    Search in title
    Search in content
    Post Type Selectors
    • African
    • Artificial Intelligence
    • Gadgets
    • Metaverse
    • Tips
    • About TechBooky
    • Advertise Here
    • Submit Article
    • Contact us

    © 2021 Design By Tech Booky Elite

    Discover more from TechBooky

    Subscribe now to keep reading and get access to the full archive.

    Continue reading

    We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok