Call centers are flooded with service requests and product queries without a break. Companies are now increasingly relying on artificial intelligence systems to help them administer support teams without compromising on quality and outreach. To be able to connect with each and every client without keeping them in queues, the use of call center automation is unavoidable.
Call center automation covers a diverse set of solutions under its ambit, and it is important for businesses to assess their requirements based on the type of traffic, requests, and consumers they deal with during support sessions.
To understand how the industry is employing automation within its existing infrastructure, we need to delve deeper into rising call center automation trends and explore what capabilities does automation offer that makes it so effective.
Here we discuss the top four automation trends that we are witnessing in call centers right now.
1. Self Service Tools
Call centers have lately realized that a considerable section of customers has a tendency to gravitate towards self-service options that can give them the autonomy to resolve issues on their own with the help of virtual assistants that can be accessed at a point of time without the hassles of contacting a company.
Artificial intelligence call center tools enable users to bypass waiting times and arrive at the solution that they are looking for by themselves without having to involve the human factor between the ticket and its resolution. Enabling autonomous features eliminates call abandonment at a call center while helping large enterprises cope with peak calling hours and excessive service requests.
2. Staff Assistance
The automation of call center offices involves a variety of solutions deployed simultaneously to tackle problems on multiple fronts. One such solution is an employee-facing call center assistant that is capable of reducing the research and handling efforts of employees while dealing with a client during a support session. By presenting relevant information along with predictive insights, a call center assistant helps employees improve service without the need to incur heavy training costs.
A contact center solution, such as a branch assistant or virtual assistant, can enable customer support representatives in a call center to proceed with a service request through the use of AI-suggested approaches that are developed using existing consumer data or an analysis of real-time information being fed by the client in contact.
3. Omnichannel Support
Artificial intelligence is especially capable of scaling the operations of an enterprise without requiring re-training or excessive expenditure. AI solutions are intuitive and adaptable, making them an ideal choice for automation through concurrent deployment. AI service assistants can be used with multiple channels of communication across multiple devices and platforms at the same time without the need to develop dedicated solutions for each system.
Omnichannel support helps employees interact with customers reaching out through a range of different platforms without the need to adjust their work environment. A number of support tickets can be generated simultaneously across different devices, and a single AI program is capable of resolving all those queries. Further, the same program can help consolidate service requests into a single system to be resolved by representatives in real-time.
Through the implementation of call center automation, companies are able to offer consumers several options for communication channels, enhancing user experience and workplace efficiency. For an increasingly digital screen-driven world, chatbots have been noted as an effective solution for call centers. Chatbots are capable of executing a number of tasks in real-time without human intervention.
For instance, a Transaction Assistant is capable of managing authenticated bank and card transactions for customers through conversational forms integrated into the pop chat window. Another typical use case for a chatbot is AI co-browsing which can help users navigate through web forms with real-time on-screen suggestions and even resolve queries that may arise during the situation.
It is imperative for call centers to understand the need to incorporate advanced technologies into their infrastructure to cope up with the rapidly growing economy. In an industry that is solely dependant on human resources for generating revenue, AI solutions can help resolve problems that would previously remain unsolved.
High consumer traffic and repetitive queries fed into the system are too redundant to be dealt with by employees of an organization, and the use of virtual assistants can filter out critical service requests that require personal contact.
Workforce compensation is the single biggest expense for a call center, and reducing the workload and mean ticket resolution times can help businesses preserve revenues to invest in more productive opportunities.
At Interface, we work on developing interactive AI solutions dedicated to call center automation for banks and credit unions, enabling the industries to achieve better performance and high-quality customer service. Visit interface.ai to know more about AI-enabled tools for call centers.
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