• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Advertise
  • Submissions
  • About Us
  • Contact Us
  • Mar 3, 2021
  • Startup
    • Creating a Plan
    • Funding a Startup
    • Franchise Center
    • Getting Your Office Ready
    • Making Your Business Official
    • Marketing Your New Business
    • Personal Readiness
  • Run & Grow
    • Customer Service
    • Human Resources
    • Innovation
    • Legal
    • Operations
    • Risk Management
  • Leadership
    • Best Practices
    • Communication
    • Green Initiatives
    • Open Culture
    • Strategic Planning
    • People Skills
  • Sales & Marketing
    • Advertising and Lead Generation
    • Marketing Innovations
    • Marketing Plans
    • Online Marketing
    • Relationships
    • Sales Activities
  • Finance
    • Budgeting and Personal Finance
    • Payments and Collections
    • Tax and Accounting
    • Pricing Strategy
    • Working with Investors
    • Working with Lenders
  • Tech
    • eCommerce
    • Hardware
    • Software
    • Security
    • Tech Reviews
    • Telecom
  • Shop

SmallBizClub

Helping You Succeed

efile4biz banner
Home / Run and Grow / Customer Service / Embracing Call Center Technology with AI
Embracing Call Center Technology with AI

Embracing Call Center Technology with AI

352 Views

Jan 3, 2019 By Scott Resnick

From routing customers to providing self-service solutions, artificial intelligence is improving call center technology in a number of dramatic ways. Artificial intelligence is able to automate many of the more mundane business processes associated with call center operations, improving the experience for both the call center users and the call center employees. Through artificial intelligence, call centers will be able to operate at higher volumes with lower costs, as well as providing better customer service overall.

How Artificial Intelligence is Changing Contact Centers

Artificial intelligence is able to be integrated into many simple business processes. As artificial intelligence has become more complex, it has been able to be used for increasingly sophisticated tasks. A few ways in which artificial intelligence can change the landscape of contact centers includes:

Providing better self-service options

Artificial intelligence can operate as a layer between customers and human operators, asking questions about the customer’s problems and determining the information that the customer needs. If the AI fails at determining the customer’s needs or solving the customer’s problems, it can then escalate to a human operator with the information that it has been given. Many customers prefer to self-service if possible.

Capturing and analyzing data

Throughout a call center system, data has to be analyzed regarding the volume of calls, customer satisfaction, the departments that are being called the most, and the problems that customers are most frequently experiencing. By analyzing this data, artificial intelligence can help a call center anticipate a customer’s needs, while also identifying large scale issues that may be occurring.

Routing calls more effectively

Artificial intelligence can now use voice recognition software to route calls effectively depending on what the customer needs. These calls can also be load balanced appropriately, so customers experience shorter wait times and employees don’t become overwhelmed.

Predicting customer behavior

Artificial intelligence can be used to provide insights into customer data trends, such as times of higher capacity, or emerging customer needs. These customer behavior predictions can be used by a company to draw conclusions about existing products and services.

The goal of artificial intelligence is not to replace human operators but rather to make it so that human customer service representatives are able to more effectively and quickly help their customers. Through this, each call center is able to take a larger number of calls, and overhead costs are reduced.

Improving Customer Relations through AI

When it comes to call centers, artificial intelligence is designed to improve customer relations by personalizing the experience of the customer. Artificial intelligence is able to take in and analyze large amounts of data, including data that may be in a customer relationship management suite or call center solution. AI can provide this information to human CSRs or use this information to help the customer themselves find the information that they need.

The better integrated AI is, the more effective it can be. Artificial intelligence can be integrated into a company’s website to provide advanced help via live chat and instant messaging, in addition to being integrated into the company’s own live phone system. Artificial intelligence can be hooked into a knowledge base to help customers by deriving the customer’s needs through the data it has, or it can be connected with a customer relationship management suite to predict what a customer may need help with.

Further, artificial intelligence is designed to work with a company’s existing technology, integrating as a third-party feature to call center solutions and platforms that already exist. By integrating this AI, companies are able to streamline their operations and optimize their profit potential.

Call centers reside in a competitive industry, and artificial intelligence can aid a call center in being more flexible, scalable, and agile. Over time, artificial intelligence is able to pay for itself through its ability to streamline business operations—as well as improving upon customer support and satisfaction.

Utilizing the newest in telecommunications technology, as well as staying current in industry standards and emerging trends, will give your company a competitive edge.

Filed Under: Customer Service Tagged With: Artificial Intelligence, Call Center, Technology

Source: TTI Houston

Scott Resnick

Scott Resnick

Scott Resnick is the President and Owner of Today's Telecommunications Industries, LLC (TTI) in Houston, TX. For the past 39 years, Scott has been instrumental in serving the telecommunications needs of some of Houston's largest and most influential companies. TTI is one of the largest NEC dealers in the United States. Scott is an avid baseball fan, loving father, husband, and a world traveler.

Related Posts

  • 4 Ways to Improve Call Center Customer Service
  • Artificial Intelligence in the Future Society
  • 5 Ways That Businesses are Changing in 2020

Primary Sidebar

efile4biz banner

Random

Startups: From the Basement to a Shared Office Space

Oct 31, 2018 By SmallBizClub Contributor

5 Tips To Enhance Personal Injury Compensation

Feb 26, 2021 By Peter MacCallister

Should I Use Form 1040, Form 1040A, or Form 1040EZ?

Feb 9, 2017 By 1800Accountant

What’s the most important thing in a young business?

Oct 15, 2020 By Dave Berkus

What’s More Important: Social Media or Mobile Marketing?

Sep 14, 2016 By Brian Mikes

efile4biz banner

Footer

About Us

Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.

  • Facebook
  • LinkedIn
  • RSS
  • Twitter

Copyright © 2021 by Tarkenton Institute, Inc. All Rights Reserved | Terms | Privacy