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February 18, 2022

Guide to the AI Call Center: How To Revamp Your Customer Service

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In a customer service capacity, AI can alleviate call volume, streamline workflows, speed up customer interactions and facilitate more effective service.

The business benefits of AI in the call center are indisputable.

54% of executives say that implementing AI in their workplace has increased productivity, while AI usage increases are expected to create $2.9 trillion of value in 2021 alone. 

In a customer service capacity, AI can alleviate call volume, streamline workflows, speed up customer interactions and facilitate more effective service. It’s a no-brainer, but actually implementing it, on the other hand—not so much. 

AI call centers: simple and practical uses

Low and no-code AI call center solutions that come with virtual agents and bots pre-integrated remove the complexity out of AI implementation, making it easy to understand and put into action. When you choose a platform that’s focused on practical capabilities that can be deployed and iterated on by the average business user, your customer experience will simplify and your backend operations will become more practical and accessible for teams to manage, making a measurable impact quickly without a huge up-front investment in new infrastructure. 

Here are eight key ways AI call center technologies can help you provide better, faster, and more accessible customer service.

The AI call center unifies data

Unified data connects all data from separate systems in one centralized place. It enables disparate systems to communicate with one another and allows us to make meaningful connections between data from different sources. Because of this, it’s the foundation upon which your customer service AI capabilities are built. 

Unification gives AI machines the “fuel”—customer data in a standardized form—they need to function, while enabling us to generate powerful insights about our customer journeys and agent workflows. For many companies, unified data is the missing link that’s holding them back from reaching maximum productivity, and implementing it is a low-hanging fruit that can produce near-instant results. 

The AI call center makes IVR encounters more human (and less annoying)

Consumers crave human interaction. 42% of adults say they prefer in-person exchanges to every other form of communication, including texting and email. 

And yet, when it comes to customer service, they also demand speed. One survey of satisfied customers found that a quick resolution was the number one reason customers cited for their positive feelings toward a brand. 

AI call center technology like natural language processing and speech analytics helps make automated interactions more human.

AI lets you give customers the best of both worlds, with humanlike interactive voice response (IVR) systems that are built for efficiency. Intelligent speech analysis “understands” what the customer is saying and sends them to the right place quickly, allowing them to tackle self-serviceable needs in a way that’s natural and hassle-free. 

The AI call center customizes campaign and agent workflows

One of the major challenges of the customer service industry is that the work can be tedious. Repetitive, unengaging tasks contribute to one of the highest turnover rates among any industry. 

AI helps you streamline workflows, getting the customer quickly to the best destination based on their intent and, if needed, engaging the most appropriate human agent for the task. Automation takes care of many monotonous, time-consuming tasks, resulting in faster service times and happier agents. 

The AI call center personalizes journeys at scale

In a one-to-one interaction, like a customer walking into a brick-and-mortar store, personalization is relatively easy. With a knack for remembering names and a little bit of charm, a store owner can easily have a friendly and personal conversation with each of their regular customers. 

On a large scale, personalization becomes more challenging—more so the larger your customer base gets. This is another place where unified data becomes key. With it, machines can tailor conversations based on known customer details, powering personalization and a human-like feel without actual human intervention. 

The AI call center supports and empowers agents

Wouldn’t it be great if you had a crystal ball that could reveal exactly what your agents should say or do in any given service interaction? AI can do just that—no fairy dust required. 

AI draws upon your vast reserve of data to augment agents’ knowledge and guide them through the best course of action based on data from historic calls and predictions about customer behavior. Necessary information is always close at hand, facilitating both call quality and speed while ensuring accuracy and compliance along the way.

The AI call center offers self-service that gets smarter over time

AI-powered virtual agents allow customers to resolve simple issues on their own via voice interaction, while chatbots engage in smart, humanlike conversations via text. Both give customers convenient self-service options, and their round-the-clock uptime means you’re able to offer greatly expanded availability to your customers. 

Monitored and managed alongside your live agents, virtual agents and chatbots can improve agent satisfaction by freeing up human personnel for more meaningful and complex tasks. They come with a hefty bottom-line impact, too; in the healthcare, banking, and retail sectors, for example, research suggests chatbots could save organizations $11 billion annually by 2023.

The AI call center analyzes performance and acts on insight

One of AI’s most powerful and practical uses is its ability to analyze data and distill meaning from it. 

With intelligent speech analysis, you can monitor 100% of conversations across all channels and score them automatically on key performance indicators. This not only dramatically reduces the labor required for such monitoring, but is crucial for measuring call outcomes and using the resulting knowledge to improve processes. 

AI in the call center is most powerfully and practically used to analyze data and distill meaning from it.

Powerful omnichannel analytics tools allow you to view and assess all your data in a single location, giving you a complete view of your performance from any angle. Easily understand the relationship between different metrics, what’s driving their shifts and what needs to change in order to get the results you want. 

The AI call center optimizes everything, saving time and money 

If there’s one thing that’s likely becoming clear about AI’s business implications, it’s that its many parts are interconnected. Unified data drives personalization. Personalization contributes to a simplified agent experience. A positive agent experience, along with many other factors, influences positive customer outcomes. 

In this way, AI creates a positive feedback loop within a call center’s operations. It gives you the unique ability to constantly stay abreast of what’s working and what’s not and take steps to make changes in real time. 

Technology is always evolving in new ways that can be a boon to business, and AI is one of the most exciting areas of development for the customer service field. With LiveVox as your trusted partner, you can quickly and easily get up and running with the AI tools that are most practical—and will make the biggest impact—in your contact center. 
Find an at-a-glance summary of how LiveVox makes AI for customer service simple and practical here.

How is AI revamping the call center?

AI-human interactions have become second nature, and many organizations are starting to deploy the technology in the call center using natural language processing, machine learning, and automation software. Customer experience is the leading driver of AI adoption among businesses and it’s revamping call centers by simplifying agent tasks, personalizing communication more accurately, and speeding the time to customer value. AI adoption in the contact center pays off—early AI adopters report an improvement of almost 25% in customer experience ratings. Furthermore, automated customer service options like virtual agents and bots are the number one use of AI among large companies.

Can AI replace call center agents?

Theoretically, yes AI could replace call center agents. But that’s note how we’re seeing the customer service market implement the technology as of yet. The truth about AI in the contact center is that despite its exciting and promising capabilities—and there are many of them—it cannot and does not replace the capabilities of living, breathing agents. Instead, AI in the contact center is at its most effective when it’s used in a complementary fashion with human
agents, to enhance their output rather than attempting to take their place.

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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; New York City; 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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