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Generative AI for
Contact Centers

Improve efficiency &
reduce handle time

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How is generative AI used in contact centers?

Contact centers are finding more and more ways to upgrade their workflows and enhance the operational efficiency of their agents through the power of generative AI. From providing agents with live coaching and knowledge base assistance to instantly summarizing calls for documentation and compliance purposes, generative AI can play a major part in driving down average handle times and strengthening the overall customer experience.

 

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Contact centers struggle with high AHT and information gaps

When contact centers face high call handling times or when newer agents haven’t developed the subject matter expertise to answer, it’s a recipe for frustration — both for customers and agents. Customers, of course, are losing their patience on hold and getting nowhere with the underlying problems when they finally do get on the line. And agents are stuck in the demoralizing position of being faced with a long line of already frustrated customers and not having the right answers to their inquiries.

For those reasons, many contact centers are in search of tools and resources they can use to boost their efficiency and close knowledge gaps. For many of those contact centers, generative AI has been an effective tool.

Real-time generative AI for instant, accurate answers

Generative AI has a variety of helpful applications in the contact center industry.

Real-time speech analytics

Using natural language processing (NLP), AI can analyze conversations as they unfold, providing agents with in-the-moment coaching for the best results, analyzing both the content and the sentiment of the conversation, and ensuring that all conversations are kept brand-consistent and regulation-compliant.

AI-powered knowledge base

Based on keywords spoken live on calls or written in chats, generative AI can retrieve relevant information automatically, providing accurate and consistent responses that reliably answer customer questions and concerns.

Intelligent call routing

From insights from the customer's CRM data and conversation history, AI is able to automatically route calls to the available agent who is best suited to handle it, boosting efficiency and creating a better customer experience.

Automated self-service

Through AI-enabled chatbots and interactive voice response (IVR), customers can feel empowered to take their more simple inquiries into their own hands.
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Improved performance and compliance

Through AI-enabled contact center solutions, contact centers can vastly improve their overall efficiency, improve agent compliance, and empower agents to provide excellent results for an amazing customer experience.

Instant answers for complex questions

Instant and accurate information about at each agent's fingertips, reducing delays and making it much easier to resolve inquiries on the first interaction.

Access to existing knowledge bases

With easy and seamless integration into your knowledge base, your agents have instant access to your company's policies, product and service information, and troubleshooting information, providing a convenient "cheat sheet" to speed up the customer support process.

No need for manual documentation

Conversations are instantly captured, transcribed, and analyzed, allowing agents to skip the busy-work of documenting the conversation and focus their energy on the next call.
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Increased agent efficiency

With repetitive tasks out of the way and simpler queries handled by automation and self-service, agents have a much less taxing workload, and can spend their time and mental effort providing a great experience for customers with more complex queries.
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How contact centers are using AI

Agent Assist

Agents receive contextually relevant assistance in real-time, making handy information easier to retrieve and recall, and providing suggestions for smarter approaches.


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Agent Screen Recording

To make training and quality assurance more effective, agent-customer interactions can be monitored to improve performance, accountability, and compliance.

Generative AI

Create richer, more fruitful customer interactions through intelligent, contextually relevant response suggestions for agents.

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Quality Assurance

Analyze and assess agent compliance and performance, allowing higher standards of care for the customer experience.

VOC Insights

With an AI-enabled sentiment analysis of customer feedback and customer insights, you can receive actionable data to improve your business.

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Agent Coaching

Offer coaching to agents, based on data, to enhance hard and soft skills, boosting agent performance and the overall customer experience.

Analytics and Insights

Dive deep into the actionable data of your contact center, tracking, analyzing, and optimizing with AI-powered insights.

AI-Assisted Training

Personalize agent training based on their current needs, proficiencies, strengths, and weak points to intelligently improve performance.

AI Data Annotation

Boost the performance of your AI models with labeling and categorization of datasets, vastly improving the outcomes of your machine learning solutions.

Interested in a free quote?

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