Anyone who has been in customer service understands that the human connection is impossible to replace. At TeleDirect, we consider our agents the backbone of our company. That’s how we’ve gone from an eight-chair answering service to a national business process outsourcer. AI call center technology, however, has made significant inroads into the industry. While, in our opinion, it can never replace live agents, call center AI offers remarkable advancements that can transform the experience for customers and business owners.
From machine learning to natural language processing, it understands the spoken word. The more it listens, the more it learns. It analyzes and processes vast amounts of data, enabling it to excel at data-driven tasks and data-based decisions. These abilities provide call centers with tremendous opportunities to improve customer support.
In the time it takes an agent to find one answer to a technical question, artificial intelligence call center technology has scanned through the manual. It can direct the agent to each step required to resolve the customer’s pain point. Thank you, AI. What it can’t do is empathize. Well, it can sound like it’s empathizing. It certainly knows all the phrases humans use when displaying compassion. Unfortunately, your customer at the other end of the line knows that the virtual assistant is heartless and void of genuine concern.
Semrush reports that 40% of marketing and sales departments prioritize machine learning and AI technology. You may wonder what that has to do with a call center. At TeleDirect, we’re an extension of your team, and our team is extensively trained in upselling and lead generation. We connect with qualified leads and new sales opportunities using CRM data analysis. It’s a brave new world we live in, and AI has the opportunity to transform it.
Understanding Call Center AI
To understand AI for call center uses and how artificial intelligence is transforming contact centers, we must first explore the darker side. Some agencies are replacing call agents with AI-powered virtual agents. Others are using artificial intelligence to scan large amounts of information and conversations and then telling agents what to say and the exact words to use when speaking with a customer. And, if they don’t? They’re penalized. That’s the darker side of AI, akin to the latest dramas in which AI becomes the boss, and humans are the assistants.
The brighter side of AI call center technology is its ability to automate repetitive tasks through robotic process automation. Filling out forms, record keeping and data entry are in its wheelhouse, giving call agents more time to focus on customer service and resolving complex questions or grievances. That’s just the tip of the iceberg of the many benefits AI brings to call centers.
6 Ways AI Benefits Call Centers
Routing to the Appropriate Agent
Streamlining workflow improves efficiency, productivity and communication, three essential elements of a successful call center. Artificial intelligence call center technology may answer phones, find out why a person is calling and then direct them to the appropriate agent with the answers they seek. This agent might be better suited for product knowledge or customer complaint resolutions. It even considers personalities. That’s a much better experience than being continually routed to different people in search of someone who can help.
Generates Powerful Insights
AI for call centers can analyze data that includes written and spoken comments. As they speak with a customer, call agents receive AI’s insights. Using their human insights, the agent can determine the best course of action, providing faster and exceptional customer service. AI can also create customer profiles based on past experiences, conversations and orders. These profiles enable agents to upsell and offer greater value and a better experience.
Access Information Quickly
One of AI’s best traits is its ability to access information quickly. It can collect data from separate systems and unify it for meaningful connections. It can search databases and find answers to challenging questions. Is your customer experiencing a technical glitch? AI can help agents find the needed steps to resolve the malfunction or user error almost instantly.
Help Call Agents Make Decisions
As humans, we may not sleep well one night, or an event in our lives may leave us off balance. In other words, we’re not always perfect or at our best. Fortunately, AI call center technology is. While call center agents don’t want to be superseded and placed in the passenger seat, they appreciate AI’s support.
For instance, a customer calls wondering which product suits their needs best. In the time an agent researches the possibilities, call center AI has come up with the answer. It may even recommend additional or different products that cater to their objectives. Can call agents do that as well? Absolutely. However, AI saved some time in this instance, which your customers always appreciate.
Determining Customer Sentiment
AI can also use its powers for sentiment analysis. This gives it the remarkable ability to analyze what words are used, a customer’s tone of voice and their cadence or the rhythms in their speech patterns. This analysis determines what a customer genuinely wants and whether the conversation provides it. This information enables call agents to switch gears or direct the conversation accordingly, increasing customer satisfaction.
Speed Up Interactions
Thanks to technological input, fast customer service is expected. Prioritizing customers’ questions and orders promotes trust in your brand and, ultimately, brand loyalty. Speeding up response times and personalizing service are benefits of integrating artificial intelligence.
How TeleDirect Can Help Achieve Customer Success
Will call centers be fully automated one day? For some, the answer is probably yes. However, at TeleDirect, real people, our trusted and trained call agents, respond to your clients with understanding, empathy and direct knowledge. In addition to call center services, they provide reservations, order processing and Tier 1 tech support. While AI call center technology can prompt fast resolutions, it’s our agents that enhance the customer experience while providing additional revenue and lead generation for our clients. Call center AI can support agents, but human interactions build brand loyalty and ensure customer retention.
Today, personalization, authenticity and exceptional experiences are the cornerstone of consumers’ expectations. Our team tailors conversations based on customer profiles offers exceptionally fast service and resolution, and enhances the customer experience through in-depth knowledge. To learn how our dedicated team can provide you with exceptional results, call (800) 776-1081 today to get started.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.