Impact of AI on Contact Centers Today

Staff WritersArtificial Intelligence (AI)Lead Distribution & Call ManagementMobile & Field Sales Enablement

By STS Staff Writer On Jan 15, 2021

The impact of Artificial Intelligence is being witnessed in every industry, even contact centers. The influence of AI on contact centers helps by improving problem-solving and planning. A few other top reasons for growing use of AI backed technologies in contact centers:

1. Cost-efficient

The use of AI in contact centers reduces the expenses and efforts needed to hire employees because it reduces the need to have large teams – a feature of contact centers. Tasks where a human touch is not required can be automated and handled with efficiency by fewer staff. This is helping businesses to maintain their budget to focus on key growth areas. The cost reduction is also evident when offices are closed, and customers want an urgent revert from the company (in case of banks for example). In such a case, AI helps as there’s no need to call an employee to solve a problem. I

2. Helping Hand for Employees

AI helps employees by providing them with relevant inputs required by the customers, it saves time of the employees and customers by ensuring quick responses.

It also helps efficiently in the case where customers have demanded a solution through a written format. In this case, the human touch is not required because the AI system is equipped with the required knowledge of recognizing written format as there are no language and accent issues and can help the customers and the employee by lessening their burden. There are innumerable calls and complaints in a company on an everyday basis. The use of the AI systems is increasing today to help handle all of those calls, messages and emails.

3. Accurate predictions on customer behavior

After a certain period of time, the analysis is provided by the AI system about the graph of a customer relationship with agents. This analysis helps the companies and businesses keep up with the changing customer behaviors and improve the business relationships, and accordingly, it brings solutions and improvements for future aspects. Strategy and model are prepared by the analysis of the AI, and in turn, it helps the managers to predict the best-suited outcomes for the customers by recording their response to those strategies.

4. Automation in handling complaints

AI systems are equipped with technology to handle customer complaints with an automation system. This happens when there develops a certain pattern of customer behavior, the demands that he/she makes and accordingly files the complaints. These complaints are then observed and analyzed by the AI systems and accordingly rectified and answered in future transactions. Before this exchange, the answers are checked by the agents and employees, and only if they are to the point and satisfactory as per the complaint of the customer, they are sent finally to the customer.

Top 5 Global providers of AI technology

1. Algoworks

Algoworks is one of the top service providers in the field of Artificial Intelligence. Its expertise lies in the areas of Mobility and Customer Relationship Management. The services focus on the development of the business by providing various software expertise and solutions.

2. Chop Dawg

Chop Dawg helps businesses, especially start-ups and new entrepreneurs, non-profits, etc. with technological solutions. They mainly deal with Interface Designing, logo designing, brand designing, App development, Android app development, Virtual reality app development, Cryptocurrency programming security, WordPress, site development, Artificial Intelligence, Blockchain, Chatbot App development, integration and marketing.

3. Achievion Solutions

The speciality of this one is that it is a web and mobile business partner. The main focus of these providers is that they develop applications that are compatible on internet and mobile. The services provided by them are equipped with the utmost satisfaction process for the customers and is focused on their needs. They provide their services to businesses, start-ups and government organizations. The reviews of Achievion are rather impressive.

4. Daffodil Software

The expertise of this software is in the field of web, mobile and cloud solutions. It has been helpful for different established businesses, start-ups and companies. Their impressive services have been proving to be useful in the conduct of businesses. They promise to deliver services in time, keeping in mind the budget. A support system is always there to provide users with a friendly experience. It is a global service provider in this area and has been in the field for a long time.

5. Andi Map

Andi Map is a company that develops software that is based on the technology of computer science and data science. This software helps to develop financial assistance for people all around the world.

On the one hand, there are benefits of having AI to reduce costs, but on the other, it is required that the small businesses must first consider their budget to implement AI systems and ensure that the employees are being provided with the right kind of skills. This will help them deal with the demands of the customers by leveraging the full potential of the AI systems.