Artificial Intelligence has been a game changer for corporations and individuals nowadays, and it’s evolving faster than we think. As technology progresses, a lot of companies are learning how to incorporate AI services into their processes and improve their business.
Since there are pros and cons to dealing with technology, here’s what AI can do for your company.
Artificial Intelligence in the Outsourcing Industry
Call Routing and Interactive Voice Response (IVR)
AI-assisted call routing matches customers with call center agents who are trained to handle their specific concerns. Customer profiles are created to help AI technology get a comprehensive understanding of the customer journey and the customer personas. Companies who want to use call routing with AI need to identify specific metrics to determine the personality characteristics of agents, average ticket time, and expertise in a particular issue.
Most of us have already encountered Interactive Voice Response (IVR). This refers to the automated message you encounter when you try to reach the support hotline of a service provider. The AI voice asks for your information and helps you navigate the menu available before giving you the option to talk to a live agent. Some customers prefer these types of interactions since they’re faster and more consistent as opposed to exclusively talking to live agents.
Conversational and Emotional AI
Chatbots are mostly known as Conversational AI. They can be placed on various channels like social media and websites. They have automated chat options necessary for quick and hassle-free conversations with customers. It saves call time for agents so they can focus on more complex issues.
Emotional AI is a bit more advanced since it can track sentiments during a call. This type of AI can identify a customer’s mood just by the tone and pauses of the caller. Usually, this AI gives live feedback to the agent so they can guide how the call is going to be resolved.
Workflow automation has been very helpful to corporate operations for decades. There are applications like Monday, Trello, and Airtable that can organize your team’s workflow without putting too much effort. You just need to input what type of command you’d like the bot to do and you’ll benefit greatly from using these sophisticated bots.
As technology evolves, there’s also an increased risk of cyber security. Using AI-assisted data security like spam detection, anomaly detection, and advanced malware detection helps track company records and keep them in a database. Companies who are reliant on AI with their data should always do a healthy amount of data checking and backup to make sure no bugs can get through their security. Using great quality firewalls can help you prevent issues and also ensure your clients that their data is safe with your company.
The provision of detailed metrics is one of the primary uses of AI in call centers. This can identify patterns in client information, giving them knowledge of whether or not customers are having a good experience.
Artificial intelligence is able to deliver more comprehensive data than a human customer care manager since it can easily detect a client’s mood, tone, and personality.
AI Is Here to Stay
Can AI replace call center agents? Well, that’s a yes and a no. AI can be programmed to handle FAQs so Customer Service Representatives can focus on more complex calls and concerns. This saves companies time and helps reduce overhead by minimizing the need to hire agents to handle routine calls.
The sophistication of the bots will surely increase as technology advances, enabling organizations to further improve their operations and scale the use of AI. Companies like Starbucks, use predictive analytics to process data in order to provide clients with targeted advertising messages, such as suggestions when they approach their nearby stores and discounts designed to increase their average spending. Amazon has also incorporated AI into its system to drive dynamic pricing, which automatically enables optimal sales and revenue algorithms.