Back To The Future: AI Transforms The Contact Center


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As the world moves ever closer to a future in which artificial intelligence (AI) plays a more significant role, contact centers are at the forefront of this change. AI has the potential to dramatically improve customer service, eliminate repetitive tasks and help contact centers become more efficient. So how is AI transforming contact centers? Read along to know more.

Chat with AI

Conversational AI is one of the most promising uses of AI in customer service. By letting people have natural conversations with smart chatbots, businesses can give their customers a fun and personalized experience on a large scale.

A chatbot’s favorite sentence was “I’m sorry, I didn’t get that.” Nope. Conversational AI enables customers to talk with virtual assistants. With AI tools, businesses can build and use virtual agents that can understand natural language to connect with customers and help them solve their problems.

There are many benefits to using conversational AI in the contact center, including

1. Reduced wait times:

Customers no longer have to wait on hold for a live agent. Instead, they can get their questions answered immediately by a chatbot. If clients feel like they’re talking to a computer, they’ll limit their comments to what a computer can understand. If people feel they’re talking to someone smarter, they’ll speak more freely and zero in on their wants faster. The virtual agent handles the initial interaction and collects information, reducing the number of calls that require a real agent.

2. Improved customer satisfaction:

Chatbots are available 24/7 and can resolve simple issues quickly and efficiently. This leads to happier customers and improved customer satisfaction scores.

3. Increased sales:

By providing a more personalized experience, conversational AI can lead to increased sales and upsells.
In addition to the benefits above, conversational AI also has the potential to transform the contact center by providing agents with valuable insights into customer interactions. By analyzing chatbot conversations, businesses can identify areas for improvement and optimize the customer experience accordingly.

The Powerful Hybrid Team

In the future contact center, virtual agents will handle most calls, but AI will ensure a flawless handoff to a real agent. When you combine the power of human interaction with the efficiency of artificial intelligence, you get the best of both worlds. Agents can focus on complex tasks while AI takes care of the grunt work.

For example, let’s say you have an agent who is trying to schedule a follow-up appointment for a customer. With AI in the mix, they can simply type out or say what they need and the system will take care of the rest. No more digging through dusty old files or putting people on hold while you search for information!

The benefits of this team approach are clear. Customers will get the personalized service they crave, while agents will be free to provide it without being bogged down by administrative busy work. It’s a win-win for everyone involved.

Improving Call Center Services Using AI

In the past, call center services were largely outbound, with agents making calls to customers proactively to sell products or services. In recent years, there has been a shift in call center services, where customers reach out to businesses proactively to inquire about products or services.

With the rise of artificial intelligence (AI), there is an opportunity to integrate AI into both inbound and outbound call center services. AI can help businesses automate repetitive tasks, such as customer greeting and data entry, freeing up agents to focus on more complex tasks. To implement AI in the contact center, businesses must first understand how AI can be used to improve customer service. There are many different ways to use AI in the contact center, but some of the most common ways include using chatbots to handle customer inquiries, using AI-powered voice recognition to identify caller intent, and using predictive analytics to route calls more efficiently.

Once businesses have a good understanding of how AI can be used to improve customer service, they need to consider what type of AI solution will best fit their needs. There are many different types of AI solutions on the market, so it’s important to do some research and select a solution that will work well for the specific needs of the business. After selecting a solution, businesses need to implement it in their contact center and train their employees on how to use it.

AI is already transforming the contact center and making it more efficient and effective. By understanding how AI can be used and selecting the right solution for their needs, businesses can reap the benefits of this transformative technology.

Challenges Faced

AI can help you take a more holistic approach to customer service strategy, looking at the bigger picture and understanding customer needs better. There are several challenges to implementing AI in the contact center, including:

  1. Technology is still new and evolving rapidly, making it difficult to keep up with the latest advancements.
  2. AI requires a significant amount of data to be effective, which can be difficult to obtain for many businesses.
  3. There is a lack of skilled AI talent available, making it difficult to find employees with the necessary skill set.
  4. Implementing AI can be expensive, as the technology and infrastructure required can be costly.
  5. Ensuring that AI applications are ethical and do not violate customer privacy or preferences can be challenging.


Looking ahead, AI will continue to transform the contact center in exciting ways. For example, predictive analytics will become more commonplace. This will allow businesses to identify issues before they happen and take steps to prevent them. Additionally, voice recognition technology will continue to evolve, making it a technology-driven customer support service.

AI is already changing the landscape of the contact center, and we believe that this is only the beginning. In the coming years, AI will become even more integral to the contact center, transforming the way that businesses interact with their customers. We can’t wait to see what else AI has in store for the contact center!

Jeshtal Sheth
Jeshtal Sheth is head of Business Process Outsourcing in ITCube Solution over 20 years of experience in Business Process Management and Consulting, Jeshtal has worked for various industries such as ITES, IT, Legal, Real Estate, Construction & Manufacturing. He has been key in driving process improvement and automation initiatives to bring improvements in quality and productivity delivering value to the customers. While on consulting assignments, Jeshtal has held roles like Director - Operation Analysis, and Planning and has worked on projects for clients while in the US.