Developing an Agile and Future-Proof AI Strategy for Your Contact Center

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Creating an effective AI strategy for your contact center is essential for driving growth and fostering innovation. Artificial intelligence has the potential to improve service delivery, optimize agent performance, and streamline internal processes. However, navigating the rapidly evolving AI environment can be challenging.

By Nick Morris, Senior Director of Data Analytics, LiveVox

To ensure your strategy remains agile and future-proof, here are two key factors to consider:

Understand the current AI landscape

Before diving into AI strategy development, it’s important to understand the current AI landscape and its applications in the contact center. This involves researching current trends, analyzing case studies, and learning from industry experts. By gaining a deeper understanding of what’s currently possible with AI, you can better identify potential use cases and opportunities for your contact center.

Identify business goals

An effective AI strategy should align with your business goals. Clearly define what you want to achieve by deploying AI in your contact center, for example, improving customer satisfaction scores, reducing operating costs, or increasing revenue. By identifying specific goals, you can then determine the most suitable AI technologies and approaches to achieve them.

Establishing short- and long-term AI goals

Organizations can achieve immediate improvements by establishing both short- and long-term goals, while also laying the foundation for future advancements. This strategic approach allows for continuous progress, optimizes performance, and paves the way for future success.

Short-term goals prioritize immediate improvements and quick wins with existing AI solutions. By setting achievable goals, contact centers can gain tangible benefits without significant research and development investments.

Some examples of short-term goals that can yield immediate results include:

  • Implementing chatbots: Deploy GenAI chatbots to handle basic inquiries and frequently asked questions (FAQs), reducing the workload on your human agents and improving response times. These AI-powered chatbots can provide instant support, allowing human agents to focus on more complex customer issues.
  • Automating repetitive tasks: Identify and automate repetitive manual tasks, such as data entry or call routing, to streamline operations and reduce human errors. Use AI algorithms for predictive routing to connect customers with the most suitable agents faster, reducing wait times and improving customer satisfaction.
  • Increasing first-contact resolution: Set a goal to resolve more customer issues during the first interaction by using AI to provide agents with relevant information and guidance. 
  • Enhancing speech analytics: Even if your contact center has already implemented speech analytics, you can level up to a product with generative AI capabilities to gain insight into customer sentiment and provide call summarization and real-time agent assistance.

At the same time, it is vital to establish longer-term objectives spanning one to three years that align with your organization’s vision and business goals. These goals should encompass leveraging advanced AI capabilities to optimize efficiency, enhance customer service, and drive overall performance.

Goals should encompass leveraging advanced AI capabilities to optimize efficiency, enhance customer service, and drive overall performance

Here are some longer-term goals you can consider:

  • AI-enhanced self-service agents: Expand self-service options with AI-driven virtual assistants capable of handling more complex inquiries and transactions.
  • Predictive customer support: Implement proactive customer support using AI to identify potential issues before customers even reach out, thus improving customer satisfaction.
  • Advanced predictive analytics: Leverage AI for advanced predictive analytics to forecast call volumes, customer behavior, and trends. This enables better resource allocation, ensuring the right number of agents are available to handle customer queries and reducing wait times.

Developing an implementation plan to achieve your goals

An implementation plan serves as a structured roadmap, mitigates risks, optimizes resource allocation, ensures clear communication and alignment, tracks progress, and enables continuous improvement. By outlining actionable steps, timelines, and responsibilities, you can help your organization navigate the complexities of AI adoption and stay on track toward long-term success.

The following steps can help you to implement an AI strategy effectively:

  1. Understand your baseline: Conduct a thorough assessment of your current contact center operations, including technology, processes, and workforce capabilities. This will help you identify areas where AI can make the most significant impact.
  2. Have clear objectives: Clearly define your goals and objectives for implementing AI in your contact center. Whether it’s improving response times, increasing customer satisfaction, or reducing operational costs, having clear objectives will guide your implementation plan.
  3. Allocate proper resources and budget: Consider the costs of acquiring and integrating AI solutions, training your workforce, and ongoing maintenance and support.
  4. Research technology: Research and select the technologies and solutions that align with your objectives, considering factors such as privacy and data security. Be flexible and ready to change course quickly as AI technology evolves rapidly.
  5. Prepare data for algorithms: Clean, accurate, and well-structured data is crucial for training AI algorithms. Ensure your data is properly labeled and organized to maximize the effectiveness of AI systems.
  6. Develop a pilot test plan: Before rolling out AI solutions across the entire contact center, develop a pilot test plan to evaluate the performance. Establish success criteria and monitor the impact of AI on key metrics such as customer satisfaction and operational efficiency.
  7. Launch and iterate frequently: Launch your AI initiatives in phases, continuously monitoring and iterating based on user feedback and performance data. This iterative approach allows you to fine-tune your AI strategy and make improvements along the way.
  8. Regular evaluation and feedback: Gather data and analyze the collected data to assess the performance of your AI implementation. Compare the actual outcomes with the goals and expectations set in your strategy. Seek feedback from both customers and agents to identify areas for improvement.

Creating a process for evaluating and adjusting the AI strategy

As AI continues to advance, it’s important for IT leaders to regularly review and refine their strategies to remain competitive. This involves staying up-to-date with the latest trends and technologies, evaluating current initiatives, aligning with overall goals and objectives, optimizing resources, mitigating potential risks, and keeping all stakeholders informed. It’s an iterative process that requires constant vigilance and adaptability. Here are the key steps involved:

As AI continues to advance, it’s important for IT leaders to regularly review and refine their strategies to remain competitive
  1. Gather data: Continuously collect relevant data throughout your AI implementation journey, including performance metrics, customer feedback, and agent insights.
  2. Analyze the data: Use analytical tools and techniques to analyze the collected data. Identify patterns, trends, and areas for improvement.
  3. Assess performance: Compare the actual outcomes with the goals and expectations set in your AI strategy. This will help you determine if your AI implementation is meeting its intended objectives.
  4. Seek feedback: Gather feedback from both customers and agents to gain insights into their experiences with the AI technology. This feedback can help identify areas for improvement and inform your future AI initiatives.
  5. Adjust the strategy: Based on the data analysis and feedback gathered, adjust your AI strategy as needed. This may include fine-tuning algorithms or expanding the use of AI in different areas of your business.

Regularly evaluating the impact of your AI initiatives ensures that the technology consistently delivers the desired outcomes and evolves over time. Taking a proactive approach not only helps you foresee and tackle potential obstacles, it ensures your contact center can quickly adapt to changing customer requirements.
Are you ready to start your AI journey? Contact one of our experts to develop a winning AI strategy for your contact center.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

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

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