How useful is AI in the Contact Centre?

In the ever changing and evolving world of call centres, we all have heard the term “AI” used for many years now as the answer to all of our problems. However, in the past its real world use in our industry has been limited and I could understand some people being jaded by their experience with older tech in this field. I have been guilty of this myself in the past writing AI off as the new buzz word that sounds great but fails to deliver on lofty promises; you can imagine my happiness when I found out how wrong I was.

With Telnet now having ContactSuite fully integrated with Amazon Connect, experiments with tools such as Contact Lens have led me to rethink my opinion on what current AI is capable of and to review what it can really do for the contact centre industry.

In short, AI has the potential to improve multiple aspects of our business such as drastically reduce training time for new agents while also providing quality control for more experienced ones. How? By analysing past call recordings and isolating areas where an agent could have improved their performance, AI can provide targeted feedback and coaching. This is not only more efficient than a human manager trying to review and listen to every call recording (which let’s be honest, rarely happens), but it’s also more accurate.

AI can be used to provide agents with real-time feedback and coaching, reducing the need for formal training sessions. AI can also be used to automate simple tasks such as customer identification and data entry, allowing agents to focus on more complex interactions. In addition, AI can be used to generate realistic customer scenarios for agents to practice with, making training more effective.

These are just a couple of examples of how AI can be used in the contact centre, but I believe it holds great promise for the future of our industry. So if you’re still on the fence about whether or not to invest in AI for your business, I urge you to reconsider. The benefits are too great to ignore.

Written by – Sam Rae