Contact centers are a great way to take advantage of the latest advancements in AI. The technologies deliver businesses rapid ROI and actionable insights that can be used to streamline processes and improve operational efficiency.
AI can accurately and conveniently service contact center customers across several communications channels using voice and text. Additionally, businesses can take advantage of improved contact center visibility through AI-derived analytics, metrics and KPIs.
2 key types of contact center AI
The first category of AI that typically comes to mind for contact center use cases is conversational AI, which uses large language model (LLM) algorithms. This technology lets customers converse with voice- and text-based interactive voice response (IVR) systems, chatbots and virtual assistants.
LLMs employ natural language processing capabilities that let the contact center software understand the various nuances of written and verbal communication. This capability makes conversational AI a perfect fit for contact center use cases that want to bolster the customer service engagement and service fulfillment process without increasing staffing levels. The ability of conversational AI to analyze, retrieve, predict and pass on information in multiple written or spoken formats helps take the customer contact center experience to a more efficient level with little Opex overhead.
The second type of contact center AI uses data analysis to sift through various
statistics and KPIs to make suggestions on how to improve performance or increase
customer satisfaction. This type of AI helps contact center operators keep up with
their performance goals without having to manually sift through and analyze data
using manual or semiautomated processes.