CEO & Co-Founder
Call centers play a critical role in shaping customer experiences – many, if not most, of customer queries get routed to a contact center. These business units are also often the ones who do a lot of customer outreach, promoting new offers or enlisting new customers. With so much customer interface, it makes sense to focus on amping up contact center operations.
Unfortunately, these centers face a range of challenges that can impact customer experience, agent performance, and overall business outcomes. Many of these pain points are operational and demand more flexible, intelligent solutions. Here are some problems call centers encounter, and how solutions powered by artificial intelligence (AI) can help reduce or solve them.
Outside of the handling of calls, AI technology provides other benefits, too. Using AI bots reduces the time and resources needed for agent training and onboarding. Because AI agents are already programmed, adding one is just a matter of allocating additional computing resources – which can be done as quickly as one hour. What’s more, companies can leverage AI’s consistent delivery to train new human agents. AI engines can identify trainee errors and provide coaching to improve delivery. This system can even be extended into regular quality control checks to ensure consistency in service across teams.
Then there are the savings incurred. AI-powered agents are more cost-effective because these can handle more calls per hour compared to human agents. Redialling of uncontacted numbers is done automatically, and transcription is practically real-time. This saves businesses time and money, enabling contact centers to reassign human agents to higher-value tasks such as closing sales or providing VIP assistance.
Contrary to some fears, AI will not replace humans – no matter how well-programmed they are. Well-designed voice AI agents can actually help boost contact center performance, bringing the service of human agents to the next level. Voice AI solutions like WIZ Talkbots can help create better customer experiences and more efficient operations. Used in the right way, AI technology can help alleviate many of the pain points that contact centers face, thereby improving customer experience, reducing costs, and increasing efficiency.