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Do you operate a traditional call center but want to see it transformed into an AI-based call center? It’s a good time to think about making this move. Many leading businesses have either already transformed their operations with contact center AI solutions, or they’re in the process of equipping their agents with powerful AI tools. A growth boom is forecast in AI for call centers, with the market potentially reaching $10 billion by 2030 — up from $1 billion in 2020.
For an overview of why and how you should consider transitioning to an AI-based call center, you’ve come to the right place. In this blog, we explain how call center AI is revolutionizing contact center operations by improving customer experiences, delivering customer satisfaction, and easing the pressure on live agents. We also look at key steps and best practices that can help to support a successful transformation to an AI call center.
An AI call center is supported by cloud technology, machine learning and deep learning solutions, and natural language processing (NLP) capabilities that can deliver human-like responses to simple queries from callers. Chatbots and virtual assistants, and interactive voice response (IVR) systems like Invoca’s, which feature AI and automation, are just some of the tools you’ll find in an AI-based call center.
AI can automate certain repetitive tasks within the contact center such as customer greeting, call routing, and data entry, freeing up agents to focus on more complex tasks. AI can also provide call center managers with an analysis of call data in real time, enabling predictive analytics and the automation of quality assurance (QA).
Adding artificial intelligence to your call center can yield many benefits for your business. By implementing AI in the contact center, you can increase efficiency, elevate customer service, and gain other advantages such as the following:
AI-powered virtual assistants and chatbots can provide immediate responses to common customer inquiries, reducing wait times and delivering heightened customer care. According to a study by Invesp, two-fifths of consumers don’t care if their problem is solved or their question is answered by a human agent or a chatbot — they just want a resolution. So, in short, chatbots can help a great deal in providing satisfying customer experiences.
Automation delivers scalability — meaning that call center AI solutions can handle high call volumes without compromising service quality, ensuring that customers aren’t kept waiting for extended periods. Some AI software can be easily integrated with much of your existing technology stack, such as your customer relationship management (CRM) system, to streamline business operations and efficiency.
The use of AI in the call or contact center can also result in significant cost savings for organizations. By automating routine and repetitive tasks, such as addressing frequently asked questions, more gets done in the call center at a lower overall cost. And that isn’t just because AI can work 24/7, too. AI also helps human agents to be more productive, and to keep them from experiencing call center burnout, which can lead to costly turnover for call center operators.
Another way that AI can reduce the costly issue of agent churn is by boosting retention through better coaching and development. For example, Invoca’s automated quality assurance (QA) provides agents with a real-time, objective call score right after they’ve completed a call with a customer. This allows them to self-coach and improve their performance more proactively, without having to wait for guidance from their manager.
Invoca also delivers call transcripts and recordings to managers right after each agent concludes a call. This allows managers to provide quicker feedback to their teams, quickly pinpoint teachable moments, and enable ongoing training and development to help agents succeed — and feel more satisfied in their roles.
If you’re ready to convert your current call center operation into an AI call center, here’s an overview of six fundamental steps you’ll need to take:
Any plan to deploy AI in the contact center should address areas where the technology can make the most significant impact and help deliver a swift return on investment (ROI).
Where are the major pain points that AI could help to solve? For example, if team performance needs a boost, you might want to prioritize automating a routine but vital process like QA scoring. (As noted earlier, Invoca’s automated QA can grade agent performance on every call, right after the calls are completed. Managers and agents are empowered to make adjustments to tactics on the fly, helping to improve call outcomes.)
Next, set clear goals and objectives for the AI transformation, and make sure they are tied to desired business outcomes.
For instance, consider the case study of hearing aid technology company Miracle-Ear, which implemented Invoca Signal AI conversation analytics technology to help it minimize spam calls that were inundating its call center team. The solution helped it to achieve that goal — reducing spam calls by 65% within one month of deployment, in fact. But it also helped Miracle-Ear to reduce costs, improve efficiency, and achieve a double-digit improvement in digital marketing performance within three months.
As you select AI solutions to support your call center, consider factors such as functionality, scalability, ease of integration, and vendor reputation. Making sure your AI contact center tools are compatible and can exchange data seamlessly with your existing systems will avoid serious headaches and workflow disruptions during deployment.
When you’re ready to activate your AI tools, consider conducting a pilot implementation of the tool. During the soft launch, you could measure a few different signals from customer conversations and see what insights you can gather. You can also assess how accurate your results are, which will help you to decide if you need to train the AI further. After making the adjustments you need, you can move ahead with letting AI handle the full QA process for your agents.
Training is an integral part of any major change event with technology in the workplace. Make sure your human agents are fully trained and understand how AI can help support their day-to-day work and responsibilities. Also, help them to see that using call center AI can set them on the path to exceeding their sales targets by providing them with objective feedback and improving team collaboration.
Determine the true value of your AI implementation by measuring results and making adjustments. Monitor and analyze performance metrics and customer feedback regularly to create a continuous cycle of improvement and refinement.
What contact center metrics should you track? See this list for 10 suggestions.
As you prepare to transition your call center to an AI-powered future, keep these best practices in mind to help ensure a successful journey:
Create a well-defined transition road map that outlines the steps, timeline, and resources required for transformation. A road map will help keep you on the right path toward achieving your defined goals and objectives. Plus, it can be a valuable model for other teams within the company that are considering modernizing their operations with AI.
To ensure data quality, accessibility, and compatibility across systems, you’ll need to have adequate data infrastructure in place, including the right hardware, software, storage, and other components. You must also prioritize the implementation of good data governance practices and evaluate whether the AI solutions you want to deploy will help you stay in line with the data privacy, security, and compliance demands that are relevant to your business.
AI technology, and your customers’ needs and expectations, are changing all the time. So, be prepared to stay agile and willing to adapt your strategies and technologies to leverage emerging AI capabilities and keep pace with change.
One way to transition your existing call center to an AI call center with minimal hassle is to use the full power of cloud-based platforms like Invoca’s conversation intelligence.
Invoca’s cloud-based platform is easy to deploy in a call center environment and complements your existing infrastructure by integrating seamlessly with existing systems. For example, even though Invoca can automatically track, record, transcribe, and analyze the data for every call in the call center, you can also import call recordings from any stereo (dual-channel) platform into Invoca’s software. Invoca will score those calls, too, so you get a complete picture of QA.
Invoca’s AI-powered analysis also provides a valuable training tool. Managers can flag points in call transcripts and recordings where agents deviate from the script to create coachable moments. And, since AI can provide this insight in real time, agents can quickly pivot and be ready for the next customer interaction, making agent coaching and collaboration seamless, too.
Want to learn how Invoca can help you create an AI-based call center that maximizes every customer interaction? Check out these resources:
