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Published September 8, 2023 in

How AI is used in call centers: software and solutions

Let's explore how call centers use AI to improve processes and customer interactions.

Call centers have come a long way since their inception. From handwritten logs to digital databases, call centers have evolved tremendously. The latest addition to this evolution is artificial intelligence (AI).

AI is changing the game for call centers by automating processes and improving customer interactions. In this article, we will discuss how AI is used in call centers and how it improves their operations.

What is an AI-based call center?

An AI-based call center is a system that uses artificial intelligence to handle customer interactions. AI-powered call centers use machine learning, natural language processing, and speech analytics to understand customer inquiries and provide the appropriate response. AI-based call centers can also route customer calls to the right agent and even provide live agents with real-time information.

How AI is used in call centers?

AI is used in call centers in various ways. Here are some of the most common of them:

Customer interactions

AI-powered chatbots and virtual agents can handle customer interactions, saving human agents time and allowing them to focus on more complex issues. These chatbots use natural language processing to understand customer inquiries and provide the appropriate response.

Call routing

AI-powered systems can route customer calls to the appropriate agent based on the customer’s needs. This saves time and reduces the frustration of being transferred to multiple agents.

Speech analytics

AI-powered systems can analyze customer calls in real time to identify customer needs and provide live agents with real-time information. This allows agents to focus on providing the best customer experience.

Customer satisfaction

AI-powered systems can analyze customer feedback to identify areas for improvement and take action to improve customer satisfaction.

Will call centers be replaced by AI?

Although AI revolutionizes call centers, it will unlikely replace human agents entirely. AI-powered systems are great at handling routine tasks, such as answering frequently asked questions or directing callers to the correct department.

However, customers still prefer human agents who can provide empathy, understanding, and a personalized touch when it comes to more complex issues. The most effective customer service strategy is to combine the power of AI and human agents. AI can automate repetitive tasks, allowing human agents to focus on more critical customer interactions. For example, AI can help agents quickly access customer information, history, and preferences, allowing them to provide more personalized solutions.

Moreover, AI can assist human agents in real-time during customer interactions, providing suggestions and insights based on customer sentiment, tone, and behavior. This can help agents resolve issues more efficiently and effectively.

All in all, AI-powered call centers significantly advance customer service. Still, they are not a replacement for human agents. By combining the strengths of both AI and human agents, call centers can provide the best customer experience possible.

How to implement AI in a call center

  1. Set the goal(s)

AI and different tools based on it can do a wide range of tasks. So, it is essential to determine the specific goal(s) you want to achieve using AI. For example, you aim to improve customer satisfaction, reduce the number of calls, or send automated messages after the calls. This step will help you select a suitable tool, measure the results, and make the necessary corrections.

  1. Integrate AI with other tools you use

Implementing a new tool to your business should be smooth and seamless for better results. It makes the process of using AI with existing tools easier and lets you and other human agents in your organization focus on more complex tasks and improve overall efficiency.

If you already do or plan to connect AI with social media to reduce the number of calls, consider Chatfuel Lite. It is already available for Telegram, Messenger, Instagram, Line, and soon will work in WhatsApp. Plus, you can sync it with your website to automate customer communication and save human and financial resources.

  1. Train your human agents and AI

Even though AI simplifies many tasks, using it for the best results might be complicated for beginners. To get the best possible results, train and teach your team to use AI tools for your business goals.

For some of your agents, switching to the most modern world of AI technology might be complicated. But it is crucial to get ahead of this and support your team with the necessary information and guidance to implement AI just like new software.

  1. Track and optimize the progress of using AI

Here is the point where you need to look back at the first step and compare your AI results with the initial goal (s). You might not see a pure success, but you will see the numbers that give you an understanding of how AI changes your call center efficiency, customer satisfaction rate, and overall productivity.

Analyze these metrics to identify the growth points and the areas that need improvement. Knowing this, you can make a data-driven decision to keep your strategy or refine it.

The future of AI in call centers

Even though technology and AI have recently changed many processes, simplifying many tasks and improving the results, they can only partially satisfy customers.

That way, AI only changes how some jobs are done and provides additional support instead of replacing human agents. With their access to and ability to manage vast amounts of data, AI tools help save significant time and financial resources for call centers. For example, AI helps process and interpret user inputs and respond to resolve customer problems.

The future of AI in call centers is promising. With the ability to analyze data and learn from interactions, AI-powered assistants can provide personalized customer support. This can lead to improved customer satisfaction and reduced wait times. AI can also assist call center agents by providing real-time information and suggested solutions. The future of AI in call centers will likely involve a balance between automation and human support.

But AI-based tools like ChatGPT can be a beneficial part of such balance. Let’s have a closer look at it below.

Get your own AI call center assistant with ChatGPT built-in

ChatGPT is an AI tool that uses natural language processing to understand customer inquiries and provide appropriate and accurate responses. ChatGPT is best used for routine inquiries and is a helpful tool for customer communication, engagement, and support.

AI and ChatGPT, in particular, revolutionize the way call centers operate. AI-powered systems can handle routine tasks, saving human agents time and allowing them to focus on more complex issues. While AI is unlikely to replace human agents entirely, it can work together with human agents to provide the best customer experience.

Developed by one of the leading code-free chatbot platforms and powered by ChatGPT built-in, Chatfuel lets you create human-like, friendly chatbots empowered with the latest AI generation. The user-friendly and intuitive interface enables you to export your business info from your website, make your bot respond to customer questions, and get a powerful AI tool for your business. Get your free trial today and experience the difference.