We’ve been talking about AI tools for telecom for a while now, and for good reason; this topic continues to dominate the industry.
From the steadfast supporters to the skeptics, AI tools for technology continue to be scrutinized. It’s crucial to analyze the pros and cons with an objective lens as best as possible.
With every advancement in the tech space, it’s important to keep the perspective of using AI as a tool for help. An area that needs more support than ever is the call center.
The Technology Behind AI Call Center
Contact and call centers are under increased pressure to keep up with the sheer volume of online customers. 2020 shifted nearly every business to an online help desk model. While brick-and-mortar still has a place in the retail landscape, online sales and support have grown exponentially.
With this growth on the sales front comes an equal if not greater necessity for call center and support. Increased volumes, greater customer expectations, and agent turnover are alleviated with AI call center implementation.
AI call center supports agents managing these large volumes of support tickets and live chats. In tandem with improving internal processes, AI call center utilizes several technologies to aid human agents:
- Natural Language Processing: allows computers to understand and respond to human language and inquiries.
- Large Language Models: algorithms that are capable of interpreting and generating comprehensible text.
- Machine Learning: enables AI to understand and learn from data, improving with each data input.
- Speech Recognition: synthesize conversation of voice into text and vice versa
All of these tools can be used separately, or within a call center ecosystem to give agents more information and mobility between multiple customer tickets.
Use Cases For Call Center AI Tools
Call center AI tools are just that. How companies use these tools can give them an upper hand with volume management. AI tools can also use predictive analysis to mitigate issues before they arise.
Machine learning AI tools can be trained on customer behaviors as well as internal processes. Setting up your call center AI with this information better prepares the technology to establish initial trust with customers.
AI call center tools are especially effective for scoring and summarizing calls. This is particularly effective when human emotion truly needs to be put aside for more objective prioritization and resolution. While there are many instances where bias is a factor, looking at the big picture and providing the team with a clear-lens summary helps alleviate bottlenecked workloads.
One of the most immediate tools for call centers, AI can use machine learning and natural language processing to analyze customer sentiment during all interactions. These AI tools look closely at word choice and patterns in text and can pick up on tone and pace in voice chat.
How companies integrate AI tools for call centers can vary, but when used as a means to prioritize and manage high-volume customer demand, the use cases punctuate the efficacy of the technology.
Tools To Support Your Call Center Agents
The tools are only as good as the company and agents utilizing them. In fact, many customers still prefer human agents, whether chat window or voice call.
AI call center tools can set up the agents for success, but they also need to identify the sentiment early and intervene before customer impatience or frustration sets in.
With higher customer support volume and more complex questions, companies are looking for remedies for poor customer experience and agent burnout. Integrating AI tools for call center allow agents to get more done with less wasted time and energy.
AI tools for call center empower the customer towards full self-service while still providing valuable insights for future interactions. Happier customers, improved reporting, and increased productivity are just a few of the many benefits to support your team.
Whether looking into AI call center integrations or looking to make sense of the offerings from your current service provider, Worldnet agents can get you started in the right direction. Your business requires all of you, we’ll handle the technology support you deserve.
