The Future of Customer Service: Key AI Developments in Contact Centers for 2023


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Contact centers are witnessing a significant transformation. The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months. This prompted businesses to transition 90% of contact centers to remote and hybrid models, while seeking innovative solutions to deliver personalized customer service experiences. Contact center AI technology has emerged as a powerful tool for addressing these challenges. Here are six key AI trends shaping the future of customer service in 2023.

Overcoming Staffing Challenges with AI Solutions

With the pandemic exacerbating labor shortages, businesses are increasingly turning to AI to handle growing call volumes. Harris Poll revealed that 55% of companies accelerated their AI adoption plans, with 67% planning further expansion. As AI-driven tools and training programs support career transitions and enhance employee performance, AI adoption will contribute to a strong recovery in the U.S. job market.

Mastering Human Conversation Nuances

Effective contact center AI technology must be competent, intelligent, and intuitive to deliver high-quality customer experiences. Modern AI solutions, powered by natural language, machine learning, and reinforcement learning, are now capable of understanding the subtleties of human conversation, such as tone, inflection, and context, ensuring seamless interactions.

Expanding Self-Service Customer Experience (CX)

Contact center AI enables self-service options, reducing wait times and providing round-the-clock support. With 73% of customers preferring to solve issues independently, businesses implementing self-service capabilities can meet customer demands and enhance CX. AI-driven intelligent virtual agents (IVAs) have emerged as the new frontier in self-service, allowing customers to communicate their issues more freely and efficiently. Read more about the benefits of Conversational IVR.

Meeting the Expectation of 24/7 Customer Service

AI-powered self-service options provide customers with continuous support. By offering non-stop assistance, businesses can strategically allocate human resources to ensure 24/7 service while minimizing irregular working hours for employees. Contact center AI’s constant availability enhances customer satisfaction and loyalty.

Cost-Effective AI Solutions

Investing in contact center AI can save businesses money and improve service quality over time. It also supports revenue generation by reallocating employee hours to other essential business functions. By 2030, 45% of total economic gains will stem from product enhancements such as AI integration, which boosts consumer demand. Companies can also gain valuable customer insights through AI-enabled contact center solutions to inform engagement strategies and investment decisions.

Gaining a Competitive Edge with AI Technology

Two-thirds of customers expect businesses to understand their needs, making personalized service crucial for customer satisfaction and retention. Contact center AI technology offers intuitive, accurate solutions that address CX stressors such as long hold times and repetitive inquiries. Businesses leveraging AI experience greater year-over-year revenue and increased customer profit margins, giving them a competitive advantage in the market.

Embracing the AI trends outlined above can help businesses accelerate growth, enhance customer service, and future-proof their operations. By integrating contact center AI technology into their CX strategies, companies can build resilience, alleviate staffing shortages, and prioritize customer experience. The challenges faced during the pandemic will be replaced by a more functional and innovative future, driven by contact center AI technology. Start reading about Call Center Automation and IVR here.

Marie Angselius
Marie Angselius-Schönbeck is Chief Impact Officer and Chief Corporate Communications at Artificial Solutions, a company in Conversational Customer Experience. In 2019, she founded Women in AI by Amelia, an IPsoft-company, a global initiative to help close the gender gap in STEM. She has worked in th Conversational AI-industry for 5 years.


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