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How Is AI Used in Call Centers?

A call center, also referred to as a “contact center” when there are multiple different channels, makes it easier for customers to contact businesses regarding issues or orders. They serve as the front-end of the customer journey and answer questions about your business’s product and services. If a customer experiences issues throughout the purchasing experience, then they typically reach out to a contact center for assistance. It’s where the customer and business meet. And it’s safe to say that contact centers are essential for business operations. It’s the best way to deliver top-notch customer service or even upsell other products for better brand loyalty as well as increased revenue.

But today’s call centers have since evolved from their earlier forms. Now that there are more methods of communication, these centers are no longer just for phone conversations. They also include other contact methods, such as email, live chat, SMS, video chat, and even instant messaging. They have since evolved from being solely call centers to modern omnichannel contact centers that provide multiple solutions for customer service. Today’s call centers even utilize customer relationship management (CRM) and artificial intelligence (AI) to streamline processes. There are new communications tools and routing systems in place. If you’re looking to learn more about how AI is used in call centers, keep reading below.

AI assistance helps decrease wait times by authenticating customers quickly.

Contact centers like Bright Pattern utilize artificial intelligence to speed up customer service and improve overall customer satisfaction. An artificial intelligence call center can automate the authentication process when it comes to identifying customers. For example, a customer interacting with AI can simply enter their information. That way, when they’re connected to a live agent, the agent will immediately have access to the customer’s data. This speeds up the time it takes to resolve complex issues. Agents can even authenticate customers through speech recognition and voice recognition thanks to powerful AI technology.

It reduces friction and guides agents on how to assist customers.

When it comes to customer interactions, it’s important to reduce friction during the entire user experience. Agents play a larger role in de-escalating specific situations where customers may be frustrated. AI assistance can provide suggestions in order to do basic triage and present information to call center agents and help them assist customers. The sentiment detection capability of the AI can even notify supervisors and allow them to coach agents through the conversation.

AI enables full self-service features for customers to help themselves.

Call centers that utilize Bright Pattern software can use the AI technology to offer self-service features. With interactive voice response (IVR) and natural language processing (NLP), callers can speak naturally instead of having to state a specific phrase or press a number that corresponds to an action. This makes it easier for callers to get answers to common inquiries without having to speak to an agent. And if they want to speak to an agent, the virtual assistant can simply route them to a representative.

It’s the backbone of omnichannel quality management.

AI allows for predictive analysis and sentiment analysis which helps users gain insights on whether a customer is having a bad experience. All of this information can be used to train agents based on customer needs and real-life examples. It’s a great way to improve metrics and customer satisfaction. That’s why artificial intelligence serves as a backbone for call centers. They help improve performance and quality assurance on all channels.

With the best-of-breed AI, Bright Pattern is an industry leader for contact center software solutions. It’s a cloud-based platform that utilizes new technology to improve the customer experience.