Three Benefits of Smart Technology in Contact Centers

By CIO Applications| Thursday, February 25, 2021

There has always been a worry that AI growth would decrease the number of available jobs and raise unemployment. But, instead of hindering them, AI is intended to support humans.

FREMONT, CA: Technology is everywhere, influencing all aspects. Intelligent technology, however, is perhaps having the most significant impact of all. This type of technology ranges from automated computation to machine learning. Artificial intelligence helps medical professionals predict the outcomes of patients, while facial recognition keeps your smartphone safe.

The business world is one field in which smart technology can have an enormous effect, especially on call centers. It can be a perfect way to optimize tasks, making things simpler for both workers and clients.

Here are three use cases of smart technology in call centers:

Intelligent Technology Works Alongside People

There has always been a worry that AI growth would decrease the number of available jobs and raise unemployment. But, instead of hindering them, AI is intended to support humans. Not only does the use of AI in call centers make it easier for clients, it also makes it better for the worker.

In a world of cybersecurity fears and tech worry, customers prefer to speak to an actual human – especially for more challenging problems. Although smart technology can provide data, it can't offer empathy. You can create a smooth, optimistic relationship by using a blend of AI for speed and performance, and your staff for the emotional intelligence.

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Better For Customers

The overall consumer experience can be accelerated and strengthened by the use of artificial intelligence (AI). This is achieved by reducing wait times by offering alternate options for contacts, such as using automatic monitoring or providing immediate access to the account. In addition, the implementation of smart technology into a customer call means that callers can be easily driven, increasing the rates of first call resolution and customer satisfaction.

Reducing factors such as waiting times enables higher sales engagement levels. Customers will not have be on hold for hours on end, and will not feel frustrated when they get through to someone. Adding AI to the service also makes it possible for calls to feel more tailored and provides quicker solutions.

Quality of Call is Improved

Details can then be taken from these phone calls after listening to customers and fed back into the data systems. This knowledge can then be used by machine learning to boost any possible calls. T his way, the use of technology produces a creative and innovative organization that results in a better customer experience.

The compilation of customer data provides AI with the means to collect data, track metrics, and provide data. This will help plan teams for peak hours, learn about frequently asked questions, and offer a tailored service based on previous experiences with a caller. What's more, after the client call, it is possible to send automatic emails to further assist with any enquiries.

Intelligent technology may be useful for those agents who phone out to reach customers to generate leads and develop sales. Based on previous experiences, it can help qualify leads and make this information accessible anywhere through a secure cloud.