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This year we saw an explosion of articles about artificial intelligence. Some were sensationalist clickbait, like the story about an engineer who claimed his chatbot was becoming “self-aware.” Some claimed AI represents an existential threat to humanity. Still others said AI was nothing more than a shiny object that was distracting companies. All the buzz made it hard to know exactly what AI was capable of and what impact it would have.
As we head into 2024, the truth about AI is emerging: it’s a useful tool that businesses can use to increase productivity and drive more revenue with fewer resources. It’s not an existential threat to the human workforce, but rather a way to make people more effective at their jobs. That’s why many businesses are ramping up their investments in artificial intelligence this year. In fact, according to our recent State of AI in Digital Marketing Report, nearly 90% of marketers said they will increase their investment in AI in 2024.
It’s also why we talked to our industry-leading customers about the AI trends they foresee in 2024. We also asked them how they’re using AI to drive revenue and enhance human-to-human interactions with customers. Keep reading to learn how AI is changing the business landscape and how you can take advantage of this technology in the coming year.
Invoca Signal AI has changed the way I do my job by allowing me to get quicker insights into what our associates are saying over the phone. We no longer have to listen to every call, since we can rely on AI to analyze the transcripts and give us the relevant information. It eliminates the grunt work and saves a lot of time!
Invoca’s AI has improved our contact center’s performance by identifying where associates have opportunities to improve. It gives us the opportunity to immediately coach that associate without having to listen to the entire call since we can quickly understand what they did right and what issues occurred.
Companies that don't implement AI within the next year will be a little bit behind in the race. This technology is a new wave — it can give you eye-opening insights and put a lot of valuable data at your fingertips.
Invoca’s AI has allowed me to create custom Signals that look for specific keywords and events in phone calls. It allows me to spot important events on the operational side as well as the marketing side. For instance, when we integrated a new phone system, Invoca spotted issues automatically, so we didn’t have to manually search for them.
I see AI as a way to enhance human-to-human interactions in the contact center. It's going to be a great tool for our agents — whether they're working with customers over web chat or on the phone — because it's going to give them the ability to instantly see all that great customer data. If you reach out to our call center, they're going to be able to pull up your profile and have all of the right data at their fingertips. So, it's going to help both the customer and associate side the experience, because they're going to have that important information readily available.
The biggest barrier to adopting new AI tools is not knowing what's coming and being afraid of adapting. Everyone's afraid AI is going to take their job, and you don't want to bring that in if it's going to push you out the door. So, it’s important to let go of that fear and learn to use AI to not only improve your job, but to improve company performance and the customer experience.
Invoca Signal AI is amazing. It eliminated the hours of work we spent putting dispositions on all of our calls. We've found the accuracy of AI to be far superior to somebody sitting there reading all the transcripts or listening to all the calls. Not only is it a cost savings, but it’s also a far more accurate way to understand agent performance on calls.
A major disadvantage would be increased cost. AI can significantly shrink the amount of time it takes to review calls and assess agent performance. If you’re not taking advantage of it, you’re missing out on major time savings.
Invoca’s AI has really opened my eyes to how we can do things smarter, faster, and better than we could in the past. We can take larger amounts of data, process them quicker, and be more accurate. It's a wonderful tool and I am so glad we have it now. It's truly a game-changer.
Invoca’s AI has given us better insights into what our customers want. We can understand what issues they’re experiencing on the customer service side, and we can learn if there is a product gap that we aren’t addressing. We can then make the right tweaks to make our customers happy.
Companies that don’t keep up with the latest technology are going to be left behind. You have to use every tool that you’re given if you want to stay competitive. You also have to continuously learn and adapt so you can use the tools to the fullest.
Invoca Signal AI has significantly changed how we work. It saves us time, shows us how users are converting, and gives us deeper insights into their journey along the way. It has also helped us identify different optimizations that we can implement to better assist our clients.
Companies that don’t increase their use of AI will miss out on a competitive advantage. We’re only human and only have so much bandwidth in our workdays. AI has increased our overall efficiency, allowing us to do more in less time. So overall, If people aren’t using it, they're going to lose ground to competitors who are.
People fear the unknown. For some, the term “AI” sounds scary, and adopting new methodologies can be a big business risk. Teams may not have the expertise to implement AI, and they may not know what kind of returns they could achieve. Knowing the risk-to-reward ratio is key for selling AI within your company.
Invoca’s AI allows us to capture the omnichannel journey — especially in the healthcare industry. It helps us understand patient behavior post-call, so we can optimize our media to give them the best possible experience.
Some major healthcare companies are ditching their call tracking solutions due to HIPAA concerns — but with Invoca’s security and compliance measures, our clients can rest assured our data is protected.
Without AI, companies can’t get a full omnichannel picture of the customer journey. People aren't just making their decisions on one device, especially in healthcare. They're researching, they're trying to understand their diagnosis and who's the best doctor for them. They’re using multiple devices to get more information, and eventually, they want to get somebody on the phone. Signal AI allows us to understand that entire journey from the initial click to the call. We can then use this data to optimize our media to reach them more efficiently.
I think the term “AI” is the biggest barrier. People in healthcare are going to be a bit skeptical of allowing AI to get some of their user data, especially on phone calls. However, I think people will more readily adopt it once they start to see the benefits and realize how it can help them reach individuals who are looking for healthcare knowledge.
I don't think it's any secret that customer service could use a little bit of an improvement across the board. I see AI as a way to understand what the customer really needs, so you can know how to direct them through the funnel.
The Kinetic by Windstream digital sales team will use Invoca Signal AI to systematically summarize every interaction between our sales representatives and customers. Not only will it save precious call handle time, but this technology allows us to extract critical insights from these summaries. These insights, in turn, will drive strategic decision-making in our sales and marketing departments.
I think marketers have already seen this, but tools are changing product names to try to cash in on the AI trend. AI, and the application of that label, have started to seem more trite. Outside of that, I think marketers are interested in advocating for the use of AI but struggling to find the right area to start.
For me, the biggest risk isn’t in selecting some massive AI platform but in not allowing your people to use AI organically. I hear a ton of stories about how leadership wants to find “AI use cases” but things like Bard and ChatGPT are blocked on their VPNs. This two-faced approach to AI adoption will only hurt organizations as it hinders employees from exploring all the tech at their disposal. If you haven’t used an LLM to make an email sound more professional or tried to break the prompt writer I don’t trust you as a technologist.
I think AI has the possibility of making call center operations much more effective and efficient, leading to growth in sales and revenue. We are already investigating how AI can help us identify issues in our call centers. We want to learn if there are volume capacity issues, if there are coaching opportunities for our sales and CSR agents, and if there are effectiveness issues with leads from our marketing partners. We think that Invoca and AI can help us resolve those types of issues.
Businesses that don't take advantage of AI are going to get left behind. It feels like AI is still a buzzword right now, but it is rapidly advancing, and true industry leaders are taking advantage by being first to market leveraging that technology.
Want to learn more about how Invoca’s cutting-edge AI can help you drive more revenue in 2024 and beyond? Check out these resources:
