{"id":21045,"date":"2021-06-16T08:00:36","date_gmt":"2021-06-16T06:00:36","guid":{"rendered":"https:\/\/maroon-cobra-681026.hostingersite.com\/en\/?p=21045"},"modified":"2023-12-18T13:34:35","modified_gmt":"2023-12-18T12:34:35","slug":"uses-artificial-intelligence-contact-center","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/uses-artificial-intelligence-contact-center\/","title":{"rendered":"7 uses of Artificial Intelligence in a contact center"},"content":{"rendered":"

As more and more companies are opting for a multi-channel communication strategy, providing high quality customer service has become one the most important purposes. Landline telephone went from being the preferred exclusive way to having to share itself with instant messaging applications (such as WhatsApp or Telegram), videos and mails. This makes it all the more important to find tools to manage the increasing number of contacts and to be able to meet their requests rapidly and efficiently.<\/span><\/p>\n

Indeed, the integration of Artificial Intelligence solutions are and keep on being the preferred ones for companies for the moment. The reason is that its use creates <\/span>several significant benefits<\/span><\/a>, like processing users requests efficiently thanks to their ability to provide an instant response at any moment.<\/span><\/p>\n

In this post, we are going to introduce you to a compilation of possible uses of Artificial Intelligence in a contact center so that you know how to improve your customer service thanks to these tools.<\/span><\/p>\n

To automate repetitive tasks<\/span><\/h2>\n

The main use of Artificial Intelligence in a contact center is precisely the management and the realization of repetitive tasks, avoiding wasting time for the agents doing something thta can be carried out by a machine in a few seconds. In this manner, they will have the possibility to offer a more personalized and more adapted attention to the clients.<\/span><\/p>\n

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To manage incoming and outgoing calls<\/span><\/h2>\n

In this specific case of the use of Artificial Intelligence in a contact center, we talk about \u201ccallbot\u201d. These tools, which were mentioned in past articles, are used in incoming calls to provide customer care that looks very similar to what a human being could bring. Callbots use a natural language recognition system that gives them the ability to search words or texts to adapt themself to the customer request.<\/span><\/p>\n

Thus, they are able to maintain a fluid conversation with the calling person adding the fact that they keep the conversation in mind to improve for future similar circumstances.\u00a0<\/span><\/p>\n

Another possible use of Artificial intelligence in a contact center through callbots is to realize outgoing calls. We can easily use them for commercial campaigns, to manage incidents or even to conduct satisfaction surveys in which customers appreciate the attention they receive. Thanks to this format, we can notice an increase in productivity in relation to the large number of contact making at the same time, allowing, then, to increase the number of clients.<\/span><\/p>\n

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\u201c<\/span>Welcome bots<\/span><\/i>\u201d to welcome the clients<\/span><\/h2>\n

This tool is the one which receives clients when they will contact your company, identifying and compiling all the pieces of information required. What is typical with this technology and what makes its difference is the type of Artificial Intelligence used: the Emotional, also known under the name of the <\/span>Theory of Mind<\/i><\/b>.<\/span><\/p>\n

This system has the necessary capabilities to understand that there are emotions and feelings behind each person. It can then adapt to the behaviors and react accordingly by directing the conversation based on how it has detected how the consumer wants to be treated or what their need is. Therefore, the conversations between this kind of robot and a customer are very similar to what a human being can bring.<\/span><\/p>\n

Its use in a contact center allows the communication to be more fluid and pleasant, personalizing your service from the configuration.<\/span><\/p>\n

\"artificial-intelligence\"<\/h2>\n

Processing robots to manage requests<\/span><\/h2>\n

Once the Welcome bot has detected what the customer needs, the Artificial Intelligence system classifies the requests such that if it is simple it can be handled by the bot itself, or if it is more complex in which case it will be transferred to an agent to be processed.<\/span><\/p>\n

However, we have to take into account that more sophisticated systems that are able to answer any question, while others can only recognize keywords defined beforehand, require the intervention of an agent to give a response in certain situations.<\/span><\/p>\n

Thus, they manage high activity peaks in a fast and efficient way, avoiding the employee to deal with the requests that could be easily processed by those machines and allowing them to be responsible for other tasks that need a particular attention.<\/span><\/p>\n

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Waiting and overflow robots to minimize waiting time<\/span><\/h2>\n

This use of Artificial Intelligence in a contact center pretends to remove the waiting time that clients spend queuing to retrieve the pieces of\u00a0 information necessary to respond to the user’s request. We can consequently make a difference such as :<\/span><\/p>\n