How Are Generative AI Used in Contact Centers?

Generative AI automates your contact centers’ day-to-day operations. Contact center companies can use gen AI features such as virtual agents, sentiment analysis, chatbots and summarization of calls, which reduces time consumption of contact center agents in simple tasks.

AI-powered virtual agents review the conversational context with NLP (natural language processing) and respond in a human-like tone. They can resolve issues in any language using historical data. Unlike interactive voice response (IVR) and chatbots, Virtual agents don’t require pre-recorded prompts.

The sentiment analysis strategy analyzes a customer’s word choice, speech, and tone of voice in real time to examine whether the customer is satisfied, frustrated, or neutral. Generative AI helps call reps identify possible issues of customers before the call to boost customer satisfaction.

Gen AI analyzes the interaction between customers and reps to generate AI-powered call reports. The stored record guides reps to highlight the reason for calling a particular customer for future calls. Supervisors can also check these records to monitor the performance of agents.

The contact center must handle many emails, which takes valuable time for employees to review and reply to. Generative AI automates email responses. The system uses NLP (natural language processing) to understand messages and generate human-like responses to answer queries.

Traditional methods of updating website FAQs require employees to research, analyze the market, and conduct surveys to stay updated. Gen AI generates dynamic FAQs by analyzing trends with pre-recorded information. It updates the needed FAQs on-site so customers do not require further support.

Chatbots and virtual assistants contribute to providing 24/7 support. It handles and answers repetitive queries like product or account inquiries and order tracking. Gen AI assists in scheduling appointments with prospects. If a chatbot cannot handle issues, then the live call will be transferred to active skilled reps.

In this Gen Z generation, customers often spend time on social media to get details about products or services. Generative AI supports contact centers by automatically generating attractive content through simple prompts to post on social media platforms, enhancing customer engagement.

Generative AI is changing the effectiveness of contact centers to improve customer service. It allows the automation of various services, optimizes workflow, and enhances customer satisfaction. Some of the key impacts of generative AI applications on contact centers are mentioned below:

Powerful AI tools analyze the massive volume of customer interaction. After analysis, Gen AI provides insights with an accuracy report before performing tasks. This helps the contact center to organize training campaigns, improve workflows, and change customer preferences.

Generative AI can reduce operational costs by handling repetitive tasks like FAQs, responding to queries, and replying to emails through automated tools. It consumes less human assistance to perform such tasks, leading contact centers to save about 30% of their operational costs.

AI algorithms provide personalized recommendations to prospects after analyzing past customer interactions. It generates personalized product recommendations that are in their best interest.

The contact center benefits from Gen AI’s ability to automate time-consuming tasks after calls, such as call transcription, sentiment analysis, and taking notes. It enables them to improve productivity and enhance the agents' performance.

Generative AI provides insights to call reps, such as sentiment analysis of callers and personalized responses. It understands customer needs and tailors future conversations. It even reduces customer wait time, supports multi-channel, and boosts customer satisfaction.
 

Generative AI is transforming the future of contact centers by enabling predictive support, faster response time, and personalized customer solutions. Gen AI has immense potential to automate more time-consuming tasks and enhance customer experience with emotional intelligence.

Calilio offers contact center software for modern contact centers. With the features of Calilio, call centers can implement generative AI into their daily tasks, ensuring high-quality customer support, reducing expenses, and improving the flow of operations. Sign up today!!!

Generative AI refers to artificial intelligence models designed to generate new content, such as text, images, music, or videos, based on patterns learned.

Generative AI is used in customer service to enhance customer experience and improve operational efficiency.

Chatbots are an example of gen AI in customer support. They provide 24/7 support, assist with order tracking, process returns, answer repetitive inquiries, and more.

As AI models continue to evolve, real-time multi-lingual support may be possible, resolving complex issues without human assistance, precise mood and emotion verdicts, trending content creation, and predicting the needs of customers.