Artificial Intelligence technology (AI) is transforming many industries and fields. As a sector that quickly adopts new technologies, the contact center industry has embraced these changes by integrating AI in contact center. Implementing AI solutions in customer service processes has revolutionized the industry, helping boost company reputation and profits. In this article, let’s explore AI contact center solutions, their benefits, and how Luvina — one of the top IT companies — can assist your business.

How can I use AI in a call center?

AI in contact center has transformed the business landscape in this industry. Today, Artificial Intelligence technology is being used in this sector in many ways to enhance customer service every day. Below are some aspects that are being improved with the support of AI in the contact center.

1. Speech Analysis

The voice analysis capabilities of AI are changing how call evaluations are conducted. Contact center AI solutions evaluate whether agents meet quality standards while eliminating the randomness in supervisors’ call selection, making work quality assessments more efficient and fair. In addition, AI in contact center summarizes customer interactions, enabling supervisors to identify important details and determine what training is needed for the agents at the contact center.

2. Customer Feedback and Review Analysis

AI assistants learn and grow by analyzing customer interactions to improve their real-time decision-making and responsiveness. Before being deployed, AI assistants undergo careful training. They absorb and analyze customer interaction data from chats, emails, and previous calls, equipping them with the necessary insights to provide immediate, effective support, leading to customer satisfaction. AI in contact center also provides companies with deep insights into customer opinions and emotions, giving them opportunities to enhance services and improve the customer experience.

When customers have questions, virtual assistants can efficiently access real-time knowledge bases to find answers to complex queries. AI virtual assistants focus entirely on the conversation, providing a more empathetic and engaging customer experience.

3. Chatbots, Voicebots, and Virtual Assistants

Instead of using humans, call center AI solutions create smart chatbots based on AI to interact with customers. AI in contact centers enables instant data collection from various sources, allowing chatbots to respond in any language the customer prefers, connect with emotions like humans, and provide quick responses to customer inquiries.

4. Sales Support and Agent Assistance

AI in contact center is also used to support various sales activities, such as:

• Identifying future purchasing customers.
• Updating leads
• Detecting customer emotions
• Supporting customer service.

5. Emotion Detection

Call center AI solutions can read customer emotions and satisfaction levels. The more customer interactions there are, the more this feature evolves. It can work across all communication channels, from messaging and chat to the web and social media.

What are the benefits of call center AI?

AI in contact center is bringing many benefits to customers and businesses alike. Here are some notable advantages of this technology.

1. Improving Customer Experience

AI-related technologies, such as chatbots, voicebots, and other AI-supported tools, provide customers with self-service options. AI technology can access customer requests and offer customer service 24/7 without waiting. Customers can also reach out and receive feedback through any channel at any time. Generally, AI in the contact center provides quick and accurate responses to keep customers satisfied and happy. With the help of AI technology, some manual tasks will also be automated. 

While human employees are limited by physical constraints and time, AI systems can operate around the clock, providing instant feedback and ensuring that customers receive immediate attention. This 24/7 availability of AI significantly reduces wait times and enhances the overall customer experience. Additionally, AI can continuously learn from each interaction. AI contact center solutions will use machine learning algorithms to constantly improve customer feedback and decision-making processes. The more AI in contact center interacts with customers, the better it addresses their needs and understands them.

2. Reporting and Analysis

Call center AI solutions can conduct predictive analysis through large volumes of customer data to enhance operational efficiency. AI algorithms will study customer personalities, behaviors, requests, call history, etc., providing a comprehensive understanding of the customer journey and their needs, while assigning the best agents to meet customer requests. The metrics provided by AI in contact centers will also be valuable for marketing campaigns, identifying areas for improvement, and highlighting areas of success. This enables businesses to make better strategic decisions, focus on potential customers, develop more effective sales strategies, and enrich their sales channels.

3. Reducing Operational Costs

Implementing call center AI solutions can significantly reduce costs. A report by Gartner has shown that AI services in call centers could help businesses save up to $80 billion in labor costs by 2026, which could increase to $240 billion by 2031. The automation capabilities of AI in call centers also reduce the time spent on customer calls, helping to cut labor costs.

4. Understanding Customer Behavior

With the metrics that AI in contact center analyzes and provides, businesses can now predict customer demands and meet their needs. The customer profiles built by AI will also assist sales staff in cross-selling or upselling products.

AI analyzes every call’s duration and resolution status while assessing customer emotions to evaluate their perception of the brand. Understanding whether the experience provided to customers is negative or positive will help businesses implement appropriate solutions to enhance customer satisfaction and increase customer loyalty.

Examples of contact center AI

With strengths in improving customer experience and enhancing business credibility, AI in contact center is being widely adopted. Here are three examples of AI contact center solutions. These examples will analyze the main benefits of using artificial intelligence in call centers, covering various sectors from financial services to healthcare and consumer goods.

First, we must mention the project applying AI in the contact center of MoneySolver. This is a financial services company specializing in providing loan solutions for students, tax solutions, as well as customized business and credit services. Before implementing AI, this financial services company, with over 100 employees, could only track a very small number of incoming calls to the call center. After the introduction of AI, MoneySolver was able to provide automated calls, doubling the closing rate at the contact center. The integration of AI also helped this financial services company allocate calls more effectively to optimize advertising and increase the return on investment in advertising by 30%.

Another example is AutoNation. This is one of the largest and most admired automotive retailers in the United States. AutoNation has used AI call answering service to train its sales team and close more deals while serving customers better. AI has helped this company automatically record each incoming call to identify weaknesses in sales staff and guide them to improve performance. Additionally, AI has helped AutoNation ensure the quality of calls with customers. 

AutoNation can choose the criteria for evaluating a successful call for both sales and customer service staff, such as whether the greeting was appropriate, whether an appointment was requested, or whether promotions were mentioned, etc. AI in the contact center will score calls based on these criteria, eliminating manual scoring and removing human-related errors from the process. The system will also provide real-time feedback on employee performance so they can adjust immediately without waiting for management feedback.

A further example is the international non-profit organization CHRISTUS Health Plan, based in Texas. This organization has used AI in contact center to automate call center operations and improve training. With the help of AI, support professionals can save over 50% of the time spent scoring phone conversations. At the same time, the call center leadership can utilize the recordings of these calls to train staff, encouraging continuous improvement in customer experience.

Need help in applying AI in the contact center?

With Luvina’s assistance, you can enhance your contact centers with AI’s predictive capabilities to streamline operations. Additionally, Luvina’s AI contact center solutions will help businesses meet the rapidly changing expectations of customers through automation features, ensuring success in satisfying and engaging customers.

Luvina’s project to develop internal chatbot software for one of our longest-standing partners stands out as a significant success. The client, one of the largest IT service providers in Japan, requested Luvina to create a solution that would allow employees to easily search for and aggregate internal information.

In just 7 months:

• User satisfaction increased from 50% to 80%, and daily active users doubled. 
• The average time employees spent finding answers decreased from 8 minutes to 4 minutes. 
• The rate of inquiries escalated to internal experts dropped from 50% to 30%. 

This success further solidified the client’s trust in Luvina’s capabilities, extending to backend development as well.

In addition, Luvina has successfully applied AI to develop several Proof of Concepts (PoCs) aimed at enhancing customer experience. Notable examples include:

• EMOTION DETECTOR: Analyze comments and feedback to assess employee satisfaction by identifying emotions such as happiness, sadness, anger, or surprise through messages.
• VOICE CLASSIFIER FOR MEETING TRANSCRIPTION: Automatically classify speakers during meetings to ensure accurate transcription of each participant’s statements.
• RAG DOCUMENT: Utilize ChatGPT, Gemini, and other large language models (LLMs) to comprehend documents, summarize, and retrieve information based on customer needs.
• CLONE VOICE: Create a system capable of reproducing a person’s voice from just a short audio sample of about 10 seconds.

If you’re looking to achieve remarkable results in improving customer service like our previous clients, contact Luvina today for innovative AI contact center solutions tailored to your business. Whether your project requirements are something we’ve tackled before or a completely new challenge, Luvina is committed to dedicating 100% of our time and effort to your project. We continuously strive to learn and improve, listening to your needs while optimizing our resources to help you achieve the most impressive outcomes.

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