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What is contact center AI?

Making waves in most modern industries, artificial intelligence (AI) has a wide variety of applications in the world of customer experience. From analytics and insights to real-time agent assist and call summaries, AI has provided contact centers with a rich tool box of new assets. ROI CX Solutions believes in using new tools in ways that add real value to the process, with ethics and optimization in mind. See how we use contact center AI to benefit your business.

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.

Just a few of our satisfied clients

You're in good company when you partner with ROI CX Solutions.

Traditional contact centers are inefficient and impersonal

Contact centers, by their very nature, can be complex operations with lots of moving parts. Without the right level of care or the proper tools, it’s very easy for operational inefficiencies to creep into a contact center’s workflow, damaging overall performance and driving up the overall cost of each customer interaction.

Those customer interactions can also become rather stale and impersonal without data-driven customer insights. Without a proper understanding of your customer base as a whole and the interaction history of individual customers, it gets much harder to customize services to meet your customers’ needs which leaves customers feeling unheard and unvalued.

AI solutions that add real value

We provide a wide array of contact center AI solutions that suit the unique CX needs of your business, providing efficiency and customization.

Customized training and simulations

ROI CX Solutions trains agents with some help from customized simulations of calls and other interactions. These training simulations offer a safe environment where agents can gain hands-on experience by interfacing with an AI-powered scenario, training them in compliance with your best practices and standard operating procedures through a regimen customized to their unique training needs.

Real-time knowledge assist

Our agents can make use of relevant information in a flash with AI-enabled speech analytics silently offering useful resources, answers, and tips. This real-time knowledge assist allows agents to provide quicker answers, creating both a more satisfying customer experience and more efficient results.

Intelligent summarization

Speech analytics and Natural Language Processing (NLP) easily transcribe each call and provide a simple summary of the call's major topics, the overall sentiments expressed, and any important follow-up items. This greatly speeds up post-call documentation, boosting productivity.

Accent localization

A perennial complaint of customers seeking customer service is difficulty understanding agents with unfamiliar accents. When needed, accent localization tools can analyze the caller's speech patterns and modify the agent's voice to match, allowing for a more natural flow of conversation that doesn't require constant repetition and clarification.

Grammar assistance

Our agents can perform chat-based support with clarity and confidence, using built-in AI-powered grammar assistance. With suggestions and corrections in real time, our agents can ensure smooth communication that is easier for customers to read.

Noise reduction

A busy call center floor can easily produce a fair amount of background noise. On top of passive noise cancellation and white noise in our contact centers, we also use AI noise reduction tools, cleanly removing background chatter from calls in real time, allowing for a more intelligible and focused conversation.

AI-powered administrative support

For simpler administrative tasks, like call logs, data entries, and scheduling appointments, your customers can get quick and straightforward help from AI-powered administrative support tools, keeping your agents available for more complex customer needs.

How do AI contact center solutions benefit you?

Smart use of contact center AI is an excellent way to boost your CX. See the difference that contact center AI can make for you and your customers.

Personalized interactions

In addition to the advantage of sentiment analysis, the efficiency gains of AI-powered tools enable our contact center agents to provide more focused attention to your customers, allowing a higher degree of personalization and customization with each customer.

Get data-driven insights

Individual and aggregated data gathered from each customer interaction provides a top-down view of your customer base. This greater understanding of how the market feels about your offerings, allows you to more effectively strategize and craft the perfect customer experience moving forward.

Identify cost reduction opportunities

The insights gained from AI-powered workforce management tools allow us to streamline your customer experience, optimizing customer service and cutting unnecessary costs without sacrificing quality.

Balance expectations and cost-to-serve

It can be difficult to go above and beyond to reach your customers' expectations without making the cost to serve each customer abundantly high. But with the operational efficiencies and customer insights provided by AI-driven contact center tools, it's become much more feasible to beat expectations while still reducing overhead costs.

Ensure consistency of service

Since our tools allow us to serve high volumes of customers more efficiently, ROI CX Solutions can provide a consistently high-quality customer experience.

Manage multi-partner delivery

We make collaboration with your various partners much simpler with tools that ensure seamless coordination, real-time monitoring, and predictive analytics.

Efficient self-service

Through smarter, AI-enabled interactive voice response (IVR) systems your customers can receive customer support for simpler issues, no matter the time, giving your customers a quality self-service option when needed.

How ROI CX revolutionizes your call center operations

Agent Assist

Based on the content of a call, agent assist can automatically provide agents with real-time suggestions, including helpful customer resources and accurate answers to customer questions and problems.

Agent Screen Recording

Provide a higher level of visibility and transparency, improving overall performance and compliance.

Generative AI

Through a large language model trained on your knowledge base, your agents can provide efficient, accurate, and compliant service every time

Quality Assurance

Monitor all customer conversations at once with speech analytics, automatically scoring for performance and compliance.

VOC Insights

Make use of real-time insights that allow you to optimize your performance and make informed decisions for your business.

Agent Coaching

Steer your agents in the right direction by providing in-the-moment coaching based on real-time analysis of customer interaction data.

Analytics and Insights

Leverage AI-powered analytics to improve your current performance and drive your future goals with informed decision-making.

AI-Assisted Training

Work with a team of professionals who are well-versed in your brand and offerings, trained through both traditional methods and optimized AI-assisted training that takes their specific training needs into account.

AI Data Annotation

Turn raw data into into something actionable by training your AI tools with contextually-enriched training datasets.

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.