Enhancing Call Center Productivity with AI

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Enhancing Call Center Productivity with AI

Artificial intelligence (AI) is growing up to make a differentiation in the business communications area. With numerous solutions already available, the advantages are becoming more and more apparent: effective customer service, higher-quality partnership, well-organized meetings, and more.

AI is an interesting prospect, but many businesses are still in the dark on how exactly to execute it into their work environments. For example, a small business could employ chatbots but may not require a comprehensive AI voice customer service solution. On the flip side, larger companies with contact centers have unlimited opportunities to improve communications with AI solutions.

Knowing how exactly AI fits into a contact center isn’t simple. It takes plenty of evaluation and preparation. And each solution needs to be unusual to the respective business.

In an instance, a financial compliance monitoring business for retailers needed a solution for its fast-growing customer base. The firm lately started giving financial services to larger-sized customers. The more projects it is taking up, the more its customer service representatives become inundated with calls. Many of the calls need quick fixes that don’t require speaking to someone undeviatingly. These calls end up taking time off from more important issues that the agents need to address.

The firm needed a solution to help maintain rising call volume, that would allow it to record a message from each caller and gather specifications about the financial transaction and the purpose for the call.

The purpose was clear; the company required the ability to guide customers with an advanced interactive voice response (IVR) system. The IVR system would urge user prompted questions, trace their answers, and document the interactions, which are then transcribed for evaluation purposes.

The goal of the recommended solution will be to apprehend caller responses via a survey conducted after the interaction but before the customer hangs up. The firm would collect information collected in a Web portal for the customer service team to obtain. As the organization needed a secure, customized solution, AI was the perfect option.

AI is developing fast in the business communications area. Efficiently automating inbound calls so that callers get adequate results while the company guarantees it is correctly classifying and addressing them isn’t an easy task however the latest advances in AI make it conceivable if you have the right solution.

In the above case being discussed, the company was suggested to opt for the IBM Voice Agent with Watson, which connects existing call centers to AI abilities. This voice agent solution employs AI to help answer a larger quantity of customer calls quicker — the specific need of our client and any growing company.

Unlike most automatic call answering, Watson uses natural language to implement self-service, which allows the feeling of talking to a live person. Companies can configure the AI voice solution to resemble their branding and add a particular characteristic vocal cue. If your organization doesn’t have the relevant data to set up custom answering, IBM is preparing to offer industry-specific training models to get the assistant further up and running.

Looking at the solution, the benefits that stood out as directly addressing the problem of the client include,

Personalized communications — Watson Assistant Text to Speech replies are converted to audio in real time. Ask a caller by name or include unique information required to the caller

Seamless connectivity — Add to current call centers or start as your first automatic virtual agent over the phone

Alteration calls to human agents — Watson can trigger a call shift at any time to a human agent for conversations you want to have person to person, or in situations where a caller can’t be understood

Communicate via text messages — Convey complex information via text messaging (SMS). The representatives can interact with callers via SMS or blend SMS and voice at the same time, allowing instantaneous information exchange

Switch services mid-call — Watson can switch languages mid-call and separate different types of conversations in their own Watson Assistant workspaces, reducing the process of managing and expanding Watson’s help with callers