November 1, 2022

Call Center Automation Secrets: Virtual Agents Tricks

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Call Center Automation Secrets: Virtual Agents Tricks

Automation technology has made a significant impact in the way companies do business. In the call center this is especially true.Thanks to automated workflows, the customer experience is enhanced. Agents also reap the benefits of simplified operations stemming from automation. Call centers as a whole enjoy the overall improvement in customer satisfaction from the efficiency automation brings.  

Call centers can use automation in many ways. One basic example is predictive dialing. Predictive dialing routes calls to agents best suited to handle any given incoming call. This could be based on their experience or specific skill set. This type of automation helps provide customers with a first-rate experience. Other automated functions within the call center may include:

  • AI Virtual Agents
  • Chatbots
  • IVR
  • SMS and Email Triggers
  • API Access

These automated functions all contribute to easier and simplified workflows. Of these, AI-powered virtual agents provide a wide span of functionality. AI, short for Artificial Intelligence, is skillfully implemented into the wiring of LiveVox Virtual Agents to bring customers a fulfilling and customized interaction. We will focus on how these virtual agents can be used in the call center to enhance automated workflows and improve both the customer and agent experience. 

Virtual agents and automation

Virtual agents and automation

In a call center, virtual agents provide a significant source of agent assistance. They help reduce call volume and can even help customers after hours. Virtual agents are also a great tool to help call centers automate their workflows. Livevox’s AI Virtual Agents can help customers the same way a live agent would thanks to their expansive abilities. Call centers can leverage LiveVox’s AI Virtual Agents to provide customers greater convenience. Virtual agents can be customized to your call center’s needs. They can be set up no-code or low-code, making it easy for users to create responses specific to a company. The setup’s ease of use makes it simple for users to adapt to last-minute changes. Below are a few examples of how call centers can leverage LiveVox AI Virtual Agents to deliver quality service through automation.

Create more personalized interactions

Many might assume that virtual agents aren’t capable of having personalized interactions with customers. However, the advancements in AI technology has helped improve customer satisfaction levels without help from a live agent. One way that AI Virtual Agents provide a customized experience is through the software’s ability to access LiveVox public APIs. When a customer initiates a conversation through web chat with a virtual agent, the software can access data from the LiveVox CRM or other third-party platforms. Using this data, the virtual agent can verify the customer calling in. After that, a virtual agent can bring a more personal tone to the conversation. This is applicable whether the interaction is by chat, SMS, or voice. AI Virtual Agents can address customers by name and automatically provide them with information they need that’s specific to their account. This automated workflow helps customers feel secure about the interaction even without the presence of a live agent.   

Expand service times and availability

AI Virtual Agents can be available around the clock to help customers anytime. Platforms with automated processes can work in tandem with AI Virtual Agents for a seamless experience. For example, if a customer needs an update on an order after hours, they can call in and speak with a virtual agent that has access to order tracking data.This allows for a smoother interaction with the customer. A customer can simply ask, “Where is my order?” and would then receive a response, just as they would with a live agent. The ability for AI Virtual Agents to carry a conversation with customers shows how automated workflows don’t need to seem impersonal or robotic. Many other basic customer service tasks can be automated with virtual agents too. Customers can find out information such as payment due dates and balances owed. They can also perform many self-service tasks. For example, a virtual agent can accept payments from customers and even set up recurring payments for them. As a result, the customer can call in at a time that is convenient to them and still get the help that they need.

Efficient escalation workflows

call centers can incorporate AI Virtual Agents to automate escalated calls

Your call center can incorporate AI Virtual Agents to automate escalated calls. Virtual agents can handle incoming chats and calls and complete required authentication steps. They can also identify the reason for the customer’s call and if possible, find a resolution. If the situation warrants a live agent, the LiveVox AI Virtual Agent can seamlessly transfer the customer over to someone who can help. This automated workflow ensures that customers get the assistance they need right away. It also helps reduce heavy call volume by filtering out those customers that virtual agents can take care of entirely. The customer experience improves as the need to wait excessively on hold is diminished for many calling in. Agent workloads are reduced which allows them to place their focus on those customers that have more significant issues to resolve. 

LiveVox focuses specifically on developing advanced call center technology. This includes the development of AI-powered automation tools that cater to the needs of customers. AI Virtual Agents go above and beyond by learning more as time goes on, bringing customers better service each time they call in. Learn more about LiveVox by requesting a demo here and consider implementing AI Virtual Agents into your call center.

Frequently asked questions

What is call center automation AI?

Call center automation AI is essentially a description of automated workflows with different functions in the call center that do not require human intervention. A few examples include virtual agents, chatbots, and IVR.

What are call center automation use cases?

Call center automation use cases examples include webchat, ticketing systems, SMS and email triggers, and AI virtual agents.

Call center automation trends for 2023 include a heavy shift towards improved AI to support automation workflows so that customers can still feel a sense of personalization that they’d usually get from speaking to a live agent. 2023 will also include self-service tools that provide expanded and improved features for customers.

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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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