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Artificial Intelligence for Contact Center Solutions

by Sachin Kaushik,on Oct 31,2019

When companies measure customer satisfaction with their service functions, they look at factors such as how long a call center agent spends with a customer on the phone or in chat, whether the issue was resolved on the first call/chat, and what the results of follow-up customer surveys were. Meanwhile, they overlook how much actual effort the call required on the part of the customer or how the customer actually felt.


Now because of advances in artificial intelligence (AI), machine learning, and big data handling and manipulation, customer service agents are beginning to get help with some of the intangibles of customer calls--like when a customer's frustrations rise and they begin to raise their voice or when there are long pauses in the conversation that could indicate rising anger. Because the AI has been trained to operate in multilingual and cultural contexts, it can also be deployed in countries that have different linguistic and cultural styles that can influence whether anger or delight is being felt by a customer.

Customers get answers quickly and around the clock
No more frustrating phone trees. Contact Center AI solutions rely on  natural language understanding and speech capabilities to automate simple, common interactions, doing handoffs to live agents when needed.

Live agents close cases faster and more helpfully
With Contact Center AI solutions, live agents get recommendations in real time (thanks to speech recognition and search technology) about knowledge sources that can help resolve customer issues more quickly and helpfully.
Analysts get faster insight into customer needs
Machine learning uncovers and categorizes popular customer questions along with all their variations, helping analysts more quickly formalize responses that will please those customers.

AI Can Help You to Track Customer Effort
Customer effort is one of the leading indicators of loyalty. Analyzing customer effort can guide companies in identifying emerging issues before they explode into major issues.
AI Does Not Need to Be Supported by a Large IT Team
There is a misconception that deploying and effectively using AI requires a large IT department and a host of highly educated data scientists. In reality, the technology has matured to a point where organizations no longer require a slew of in-house specialists to make chat and voice bots work for their business.

AI Can Manage Large Sets of Unstructured Data
Analytics systems that are powered by AI and machine learning can help businesses comb through huge, previously unstructured data sets to discover what customers are thinking and feeling.

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