AI is becoming increasingly prevalent in customer call centers in 2021, as the technology provides a wide number of substantial benefits for the call center space. Below, we’ll look at the top benefits that using AI can provide for call centers:
There are a number of ways in which implementing AI solutions in call centers improves efficiency. Firstly, AI can be used to speed up the time it takes to identify an issue or provide a resolution to the customer by automating processes which are more time-consuming when done manually. Using AI also improves efficiency through the following methods: lowering the number of calls to agents and reducing average call time.
Less calls to agents
AI-driven chat tools are able to immediately address simpler problems, such as needing a replacement card from your bank for a lost or stolen debit card. Meanwhile, call center agents will only need to deal with larger, more complex issues, which will significantly cut down the number of calls agents must respond to on a daily basis; thereby improving employee satisfaction and, as a result, improving customer satisfaction.
Shorter call times are not only preferred by customers and employees alike, but they are less costly to the company. AI has the power to reduce dead air and hold time, as well as deal with customer requests more efficiently through a bot, to lower the average time per call. For example, a cloud voice AI platform was able to drive down average hold time for calls to a call center by 8 to 12% and reduce average call time from 13 minutes to 5 to 7 minutes.
Improves the customer experience
As mentioned above, AI increases call center efficiency, which in turn positively affects a customer’s experience when calling a call center. Not only can AI provide shorter calls, faster responses, and faster resolutions, but automating repetitive and time-consuming tasks allows call center employees to focus more attention on helping the customers and providing a better interaction.
Call centers can use interactive voice response (IVR) to provide quicker answers than a human agent could; for example, IBM’s Watson Assistant for Voice Interaction is an AI-enabled solution that provides quick answers to questions which were not answerable before, with seven language models and two acoustic models that each target a specific type of user data.
Enables improvement through real-time data insights
AI also allows call centers to improve operations by providing real-time data that can be analyzed to highlight areas where businesses can improve. For instance, AI tools are able to detect how many customers experienced long hold times or how many agents lacked empathy during calls. AI tools are also able to read and analyze customers interactions to provide real-time feedback on customer satisfaction. Knowing this information allows the company to understand their weak points and implement better training to address these issues.
Can be used as a training tool
Through real-time analysis, AI tools can offer more thorough and effective training to call center agents by pinpointing any mistakes they may make and offering solutions during a training session or actual customer call.
“These are tools that say, ‘Slow down your speech’ or ‘You’re talking over the customer,’ or bring up articles so the agent doesn’t need to search through a script to talk a customer off the ledge,” Ian Jacobs, vice president research director at Forrester Research Inc., said.
Therefore, by offering agents guidance in real-time, AI tools can provide more efficient training that lowers costs for the company and improves agent performance.
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