Increase
customer satisfaction by offering personalized call treatment.Slice of ice Recap: AI in the Contact Center Part 1
by Anastasia Micic | Published On February 13, 2026
On Wednesday, February 4th, ComputerTalk hosted its latest Slice of ice webinar, focusing on how AI is reshaping the customer experience before a call even reaches an agent.
Click here to watch the full recording or read on to learn about what we covered.
What We Covered
During this session, our AI specialist, Jean-Nicolas Robitaille, walked through several AI capabilities that enhance the customer experience. Topics and demos included:
Our AI-powered Knowledge Agent and Service Agent are designed to deliver fast, consistent support by pulling information directly from your organization’s knowledge base.
AI Knowledge Agent
The AI Knowledge Agent specializes in answering information-based questions by pulling content directly from your organization’s knowledge base. It can respond to questions about topics like product details, policies, or general information by locating relevant articles and presenting them in a clear way. For example, if a customer asks about available AI capabilities, the AI Knowledge Agent can pull the appropriate content and share it instantly.
AI Service Agent
The AI Service Agent is designed for task-driven interactions. When a customer needs to complete an action that also supports task-based conversations, such as opening a ticket, the AI Service Agent asks the customer questions, collecting all necessary details accurately and efficiently. This ensures tickets are created with complete information without placing additional burden on human agents.
Working Together
These agents can operate independently or in tandem. For example, the Knowledge Agent can answer initial questions, while the Service Agent takes over when the customer is ready to perform an action. Combined, they create a seamless experience that delivers fast information, smooth task completion, and reduced workload for human agents.
By automating routine inquiries and data collection, the AI Service Agent helps reduce wait times, improve response consistency, and free your team to focus on more complex or high-value customer interactions. And with the AI Knowledge Agent delivering accurate, instant answers pulled from your knowledge base, customers get reliable information without needing to wait for a human agent. Together, these capabilities create smoother, more efficient support experiences.
Intent Summarization helps capture the important details from a customer interaction and organizes them so they can be used to create tickets or update your systems.
Once the AI Service Agent gathers the required information from a customer, it automatically summarizes the intent and pushes the structured details into backend systems such as your CRM. This includes generating a new support ticket with all relevant fields pre-populated based on the conversation.
This seamless handoff eliminates manual data entry, reduces errors, and accelerates workflows. By having the AI Service Agent create a fully populated ticket with all required details, human agents receive complete and organized information the moment they begin working on the case. This streamlines support operations and helps teams resolve issues faster.
Natural Language routing makes it easier and faster for callers to get the help they need by removing the frustration of traditional phone menus. Instead of navigating "press 1, press 2" phone menus, callers can simply speak in their own words and be directed to the right information or resource. This creates a smooth, conversational experience that feels intuitive and human-like.
By replacing rigid menu trees with natural language understanding, organizations can reduce caller frustration, shorten resolution times, and handle high volumes of routine inquiries more efficiently. At the same time, callers receive faster, more personalized support without waiting for a live agent.
Our AI TTS Voice solves a common challenge: reliance on voice talent for IVR recordings. Without TTS, organizations often face situations like this:
Your team recorded dozens of IVR prompts, but the original voice talent has since left your company. You must re-record all prompts with a new voice and manually upload each file—an extremely time-consuming process.
With TTS, this entire process is simplified. However, with traditional TTS technology, the voices sounded robotic. Now with AI TTS Voice, you have natural sounding voices.
Interested in using AI TTS Voice in your ice Contact Center? Here's how:
- In your iceManager suite, navigate to Audio Messages, located under Administration on the left-hand menu. Here you can edit or create audio prompts.
- Select the blue “Generate TTS” button. This allows you to change the language, gender, or voice of the message.
- After generating the preview and confirming accuracy, simply upload it.
Managing audio prompts becomes fast, flexible, and scalable!
AI Smart Routing goes a step further by analyzing data behind the scenes to determine the best destination for each interaction. AI Smart Routing considers the following:
- Previous interaction history
- Customer sentiment
- Intent classification
- Agent success outcomes
- Likelihood of resolution
Routing rules can be designed to:
- Connect a caller to the agent who previously had the highest satisfaction score.
- Direct at-risk customers to a VIP queue.
- Route inquiries to agents who have resolved similar issues successfully in the past.
AI Smart Routing evaluates the previous interactions, and current context. This helps agents start each interaction informed and prepared.
Closing Thoughts
AI continues to transform how contact centers support customers, creating experiences that are more intuitive, personalized, and efficient. Whether it’s answering questions instantly or routing interactions intelligently, AI helps organizations deliver exceptional service at scale.
Explore our full library of past Slice of ice sessions to discover more demos, best practices, and insights into optimizing your contact center.
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