Can Conversational AI Redefine the Future of Contact Centers?

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IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

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Can Conversational AI Redefine the Future of Contact Centers?

Jul 21, 2023, 21:21 PM by Nicole Robinson

In an era where customer experience is of paramount importance, contact centers face immense pressure to deliver exceptional service while simultaneously balancing operational efficiency and cost. Modern customers exhibit higher expectations and are less patient than their predecessors, causing traditional methods of managing contact centers to struggle with ever-increasing customer demands and the growing need for seamless, omnichannel support.

Enter conversational AI, a groundbreaking technology that combines natural language processing (NLP), machine learning (ML), and deep learning (DL) algorithms to radically transform the contact center landscape and redefine the customer service experience.

In fact, Gartner predicts that by 2026, conversational AI will lead to a reduction of $80 billion in labor costs for contact center agents.

In this article, we will explore the transformative impact of conversational AI in contact centers, how it addresses the industry's pain points, and the key steps to implement it effectively.

The Power of Conversational AI in Contact Centers

Conversational AI is rapidly transforming the customer service landscape, with advanced algorithms, natural language processing (NLP), and machine learning (ML) at its core. The technology enables businesses to provide seamless, human-like interactions with customers, driving unprecedented levels of efficiency and satisfaction. Gartner predicts that chatbots will be the primary customer service channel for 25% of organizations by 2027, highlighting the growing importance of conversational AI and automation in contact centers.

Deploying conversational AI in contact centers involves integrating chatbots and virtual assistants across multiple channels, including web, social media, and messaging platforms. These integrations ensure that customers receive consistent and seamless support across different touchpoints, resulting in an enhanced customer experience and collaboration in the modern workplace. Conversational AI-powered chatbots are able to provide real-time assistance to customers, answering their queries and addressing their concerns 24/7 without the need for human intervention.

One example of successful conversational AI implementation is Bank of America's virtual assistant, Erica. Erica handles over 10 million users and is capable of addressing a wide range of banking inquiries, such as account balances, transaction histories, and bill payments. Erica uses NLP to understand and interpret user requests, providing personalized financial guidance and recommendations.

Reaping the Benefits of Conversational AI

A significant portion of customer interactions involves conveying routine information like order status, stock availability, or account balances. The additional context, such as caller authentication or locating open orders, further prolongs the resolution process for each engagement.

Conversational AI can decrease operational costs as it allows contact centers to handle a larger volume of queries, freeing up human agents to focus on complex, high-value tasks. Research from IBM suggests that AI-powered chatbots can help businesses save up to 30% on customer support costs.

The technology’s capacity to considerably decrease response times plays a pivotal role in elevating customer satisfaction (CSAT) metrics. Around 69% of consumers favor chatbots due to their ability to provide immediate responses, and these consumers primarily utilize these chatbots for addressing service-related questions.

However, achieving these benefits requires thorough planning, understanding customer needs, and selecting the right conversational AI tools. It also involves continuous monitoring and optimization of essential KPIs to ensure that AI-powered solutions deliver exceptional customer experiences.

The Future of Revenue-Generating Contact Centers With Conversational AI

The integration of conversational AI in contact centers is not only beneficial for improving efficiency and reducing costs but can also be used as a revenue-generating tool. Through AI-driven analytics, businesses can gain valuable insights into customer behavior, preferences, and sentiment, enabling them to deliver personalized experiences and proactively address customer concerns.

Research has shown that 87% of industry professionals believe that customers expect at least some personalized content. By combining conversational AI with data analytics, contact centers can deliver the personalized experiences that customers crave. This can lead to increased customer loyalty and revenue generation.

For instance, conversational AI can be used to upsell and cross-sell products or services based on customer preferences and purchase history. Chatbots can also be trained to identify and recommend relevant products or services during a customer interaction, increasing the chances of a successful sale.

Additionally, conversational AI can assist in reducing churn by identifying at-risk customers, who display behaviors indicative of a likelihood to stop using a company's product or service, and addressing their concerns proactively. By leveraging AI-driven analytics to analyze customer behaviors, engagement patterns, and interactions with the brand, contact centers can continuously improve their service quality, identify potential issues, and make informed decisions to enhance customer engagement and loyalty.

AI chatbots can provide instant, round-the-clock support for simpler issues, while more complex issues can be prioritized and routed to human agents, with AI assisting them by providing all the necessary information about the customer's history and potential issues. This proactive and personalized approach not only enhances customer satisfaction but also saves the agent's time, leading to increased revenue and improved customer lifetime value.

Conclusion

The future of contact centers is inextricably linked to conversational AI, which can transform these centers into revenue-generating hubs by improving efficiency, reducing costs, and delivering personalized experiences. With AI-driven analytics, businesses can gain valuable insights into customer behavior, preferences, and sentiment to enhance customer engagement and loyalty.

As technology continues to advance, conversational AI's potential applications in contact centers grows, and businesses that embrace it can position themselves for success in a fast-paced and ever-changing landscape. The future of contact centers is bright for those who continuously improve their AI-driven solutions and deliver exceptional customer experiences that set them apart from the competition.

Ready to transform your contact center with conversational AI? Speak to a specialist at ComputerTalk to learn more about our cutting-edge solutions and start delivering exceptional customer experiences today!