Why should you use AI in Call Centres ?
Improved Efficiency: AI handles routine tasks, allowing agents to focus on complex issues.
Enhanced Customer Experience: AI provides quick, accurate responses, reducing wait times.
Cost Savings: Automating processes cuts operational costs.
24/7 Availability: AI ensures support around the clock.
Where to start using AI in Call Centres ?
Automated Responses and Chatbots
Function: Handle FAQs and simple queries.
Benefit: Reduces agent workload and response time.
Tool Example: Dialogflow, IBM Watson.
Voice Assistants and IVR Systems
Function: Guide callers through menu options and collect information.
Benefit: Speeds up call resolution and enhances self-service capabilities.
Tool Example: Amazon Alexa for Business, Google Assistant.
Sentiment Analysis
Function: Analyzes customer emotions during interactions.
Benefit: Helps in understanding customer mood and tailoring responses.
Tool Example: IBM Watson Tone Analyzer, Lexalytics.
Predictive Analytics
Function: Forecasts customer behavior and call volumes.
Benefit: Improves resource allocation and planning.
Tool Example: SAS, Salesforce Einstein.
Quality Assurance
Function: Monitors and evaluates call quality automatically.
Benefit: Ensures consistent service and identifies training needs.
Tool Example: CallMiner, Observe.AI.
Personalized Customer Service
Function: Offers tailored recommendations and solutions.
Benefit: Enhances customer satisfaction and loyalty.
Tool Example: Microsoft Dynamics 365, Salesforce Service Cloud.
Comments