Contact center artificial intelligence (AI) solutions are now a critical competitive advantage. For telecom and broadband companies navigating high call volumes, rising customer expectations and stretched support teams, AI offers more than just automation. It empowers businesses to improve key contact center metrics, unlock new opportunities and stand out from the competition.
With so much hype and buzzword-heavy headlines, it's easy to overlook the practical benefits AI delivers. This article outlines three key benefits of contact center AI solutions, from improving agent performance to delivering faster, smarter service at scale. AI can be the missing piece that enables support teams to not only keep up with customer expectations but also exceed them.
What is artificial intelligence?
In the simplest of terms, AI refers to computer systems that can simulate human thinking and logic to solve problems. These systems are fed data that they digest and analyze, allowing them to use that information to solve problems.
Conversations about AI became mainstream after ChatGPT burst onto the scene in 2022. However, AI technology is far from new. It dates back to the 1950s.
Alan Turing, a British mathematician who broke the German Enigma Code during World War II, is widely considered the father of modern AI. He developed what is known as the Turing Test, which evaluates whether a computer system can simulate human thought.
While he never lived to see the first technological advances in AI technology, other researchers were inspired by his work. Joseph Weizenbaum developed the first AI chatbot in 1966, three years before Neil Armstrong landed on the moon.
AI is commonly used daily in both personal and professional settings. For example, people may use facial recognition to unlock their phones, ask virtual assistants like Alexa about the weather or rely on tools such as Grammarly to proofread emails before sending them. These examples illustrate how AI is deeply intertwined in everyday life. This foundational understanding helps businesses evaluate how call center AI can fit into their support strategies.
Will AI replace contact center agents?
There are numerous news headlines suggesting that call center AI will make customer service professionals redundant. However, contrary to popular belief, AI can't replace human agents. Real people still have a critical role to play in contact centers.
AI can automate repetitive tasks traditionally handled by agents, but it lacks the empathy and critical thinking that are unique to humans. These uniquely human qualities are crucial to the success of modern contact centers and to delivering a positive tech support experience.
According to the National Customer Rage survey, the number one frustration among customers is the inability to speak to a human. Nearly three-fourths of customers prefer talking to a human about service-related issues versus a chatbot.
Human agents are also vital for improving customer retention. 73% of customers cite friendly customer service agents as the reason they stay loyal to a brand.
The bottom line? Customers are human, and they value connections with other people. While AI can do many things to augment agent performance, it's human staff that's mission-critical for creating the tech support experience that customers crave. In reality, contact center AI solutions are tools designed to enhance, not replace, human expertise.
The benefits of using contact center AI solutions
Now that the basics of AI are understood, how can businesses use it effectively? Below are several examples of how AI can benefit contact centers and overall business operations.
Transforming the contact center from a call hub to revenue driver
When used correctly, AI can transform contact centers into revenue drivers. Over 60% of business executives say AI adoption led to increased revenue.
AI can help improve a company’s profitability through proactive customer service, up-selling or cross-selling. It achieves this by analyzing customer data to provide recommendations that enable agents to better serve customers with the right information at the right time.
AI can also be a critical tool for retaining Gen Z customers. Gen Z, born between 1997 and 2012, grew up in an era of smart devices, instant streaming and grocery delivery. These experiences have shaped their expectations regarding tech support.
Most Gen Z customers do not want to wait on the phone, with many hanging up after less than a minute on hold. By embracing technologies such as conversational AI chatbots, businesses can provide these customers with instant tech support at their fingertips. Investing in the right tools to meet Gen Z’s needs is well worth the effort, as this generation has an estimated $360 billion in spending power, making them a highly valuable demographic.
Augment agent performance
As mentioned earlier, AI will be used to help contact center agents rather than replace them. For example, companies can leverage AI to improve agent productivity. Studies show that customer service agents who use AI save an average of two hours per day. One way AI does this is by reducing case burdens on agents.
AI chatbots can address customers’ frequently asked questions that can clog up contact center queues and quickly overwhelm agent caseloads. As AI successfully tackles these high-volume requests, agents can focus on complex tech support cases that require human expertise.
Businesses can also use AI for more effective contact center agent onboarding. An effective onboarding program is critical for agent retention. Employees who have a negative onboarding experience are twice as likely to start looking for a new job within a year. In turn, high agent turnover can potentially lead to increased customer churn rates, ultimately impacting overall business performance.
AI can help facilitate more effective onboarding by ensuring new agents have access to up-to-date training resources that guide them through customer interactions and assist with troubleshooting technical support issues. Research by Stanford University shows that Generative AI led to a 34% improvement among new or underperforming agents.
When agents can do their jobs with confidence and without being overburdened by high caseloads, they’re more likely to stay. This decrease in agent churn creates a better tech support experience, which can positively impact customer retention rates and the bottom line.
Personalize customer service at scale
The numbers don’t lie: eight out of 10 customers expect personalized experiences. Companies that fail to deliver personalized customer service will struggle to compete for their business.
Creating tailored tech support experiences for thousands or even millions of customers can be challenging. However, AI has made it easier than ever for businesses to personalize customer service at scale.
For example, many contact centers may traditionally send out broad promotions encouraging customers to upgrade to the latest iPhone. However, some customers are dedicated Android users. If a customer has just purchased a new Google Pixel and has a history of only buying Pixel devices, prompting an agent to upsell an iPhone is likely to be ineffective. It may also leave the customer feeling misunderstood or undervalued.
Instead, AI can look at past data and interactions with the customer. If it detects that the customer has recently purchased a new Pixel phone, it might recommend that the agent upsell them on a new phone case or other compatible accessory. This opportunity has a much higher chance of success. It’s no wonder that companies that prioritize personalization can see up to a 40% increase in revenue.
What to look for in a contact center AI solution
Now that the key benefits of using an AI contact center solution are clear, how can businesses select the right one for their needs? Here are a few things to consider when choosing a customer care AI tool:
- Ease of implementation
- WCAG 2.0 compliance
- Personalization capabilities
- Multilingual support options
- Easily scalable
Harness the power of AI to elevate contact center performance
AI is now a part of everyday life, and the customer experience is no exception. AI contact center solutions help businesses thrive by providing instant and accurate customer support, uncovering new revenue opportunities and enabling agents to work more effectively. By implementing the right call center AI tools, telecom and broadband providers can differentiate themselves in an increasingly competitive market.
For those looking to learn more about how AI can be used effectively in contact centers, the AI in Customer Service e-book provides insights on enhancing the customer experience, best practices and future trends. Download a free copy today.
