September 9, 2022

AI Contact Centers: What Are They And What Do They Do?

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AI Contact Centers: What Are They And What Do They Do?

AI-powered software is already automating the majority of repetitive tasks currently done by humans across businesses and industries. In fact, by 2035, AI technologies are projected to increase business productivity by up to 40%. And it’s no different for contact centers. While contact centers still need live agents to be successful, the advances in AI have provided service agents with more time for tasks that require the type of creativity and innovation machines minds are not able to replicate. 

Contact centers that successfully develop the right balance between artificial and human intelligence are already seeing noticeable increases in productivity. AI contact center solutions aren’t totally new but they do continue to advance year over year. Let’s dive into what they are and how they can improve your contact center operations. 

What is an AI contact center?

An AI contact center is a customer service center that uses artificial intelligence to provide support. Customers can communicate with AI powered virtual agents through a variety of channels, including voice, chat, and email. Artificial intelligence also helps live agents answer customer questions and resolve issues. AI-enabled features include natural language processing and machine learning which help agents provide faster, more accurate support.

What does an AI contact center do?

An AI contact center helps customers by providing them with information about all of the products and services that the company offers as well as helping them resolve common issues. AI also helps customer service representatives by providing them with a knowledge base of information about all of the products and services that the company offers.

Artificial intelligence (AI) can make customer service better for both agents and customers

What are the benefits of an AI contact center?

AI contact centers can improve customer service, increase sales, and improve efficiency with the use of chatbots or virtual assistants, more efficient routing, insightful analytics, and general task automation. AI contact centers typically feature a knowledge base of information about common FAQs, products, services, and more that automatically helps customers when they contact the company for assistance.

Key AI uses in contact centers

Chatbots

The most obvious way that artificial intelligence (AI) is being used in customer service is through chatbots. Chatbots, or AI powered virtual assistants, can leverage CRM integrations and machine learning to effectively mimic live agent-customer interactions while becoming smarter every time. Chatbots welcome consumers, collect background data, and attempt to solve concerns or answer questions when customers contact a company via its website or mobile app. 

AI chatbots are effective at solving simple issues, but complex difficulties still require the involvement of a human agent. The information collected via AI-powered virtual assistants can then be routed to a live agent, so they can assist the customer without needing to ask them to repeat information they’ve already shared.

More intelligent routing

Artificial intelligence (AI) can make customer service better for both agents and customers. AI helps contact centers route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts. This way, customers are more likely to be matched with the right agent, which greatly improves the customer experience.

Useful analytics

AI can also improve analysis and provide company leaders with information they can use to take action on. AI empowers businesses to analyze customer actions, identify those that are at risk of churning, and contact them with a personalized offer using AI-powered inquiry.

Instead of making decisions on the fly based on one-off transactional interactions, AI contact center solutions can be deployed to help recognize patterns in everything from customer issue types to inbound volume to campaign success and even channel traffic.

General task automation

Another practical application for AI in the call center is task automation. The possibilities are endless here because larger amounts of data mean more accurate learning for AI applications. But it’s not just about large quantities of data, it’s also about the quality of that data. The more accurate data means the more informed your AI tools can be in their presentation and predictive analysis. 

Before moving to automate tasks in the contact center, it’s important to organize the data that’s necessary to carry out those tasks you’re looking to automate first. For instance, when using AI-powered speech analytics for call transcription, you need to program what keywords to look for and also make sure instructions for where to store and how to populate reports are input.

There are many features of an AI contact center

AI contact center features

There are many features of an AI contact center. Some of these features include:

A knowledge base of information about all of the products and services that the company offers: AI centers usually feature a knowledge base that contains information about all of the products and services that the company offers. This knowledge base can be accessed by customer service representatives who are helping customers with their inquiries.

The ability to provide customer service representatives with a list of potential responses to customer inquiries: AI-powered call centers can provide customer service representatives with a list of potential responses to customer inquiries. This list of responses can be used by customer service representatives to help a number of different inquiry types.
The ability to provide customer service agents with a list of questions to ask customers: AI contact center solutions can provide customer service reps with a list of questions to ask customers. Even more, they can provide full scripts based on customer responses.

AI contact center tips

Here are a few tips for using an AI contact center:

  • Make sure to keep your AI contact center up to date. Your customer service agents need the most up-to-date information about all of the products and services that the company offers to be successful and create a positive customer experience. Be sure to set up your AI center so that it is easy for customer service agents to use. The easier it is for them to use, the more likely they are to use it and the more successful they will be. Make sure that you have a good understanding of how AI works before you implement it in your AI.
  • Regularly train your customer service agents on how to use your AI solution. Customer agents who are not properly trained on how to use AI contact center features will not be able to provide the best possible customer experience.
  • Make sure that your AI contact center solution is integrated with your CRM system. This will allow customer service agents to have all of the information they need about a customer in one place. Having this information readily available will boost efficiency and productivity across your contact center.

Is an AI contact center right for your business?

If you are looking for a way to improve customer service, increase sales, and improve efficiency, then an AI contact center is the right choice for your business. Learn more about one of the leading AI contact center solutions on the market and how it can help your business level up your contact center operations.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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