Artificial intelligence in call center software: trend or revolution?

Faced with constantly changing consumer practices and expectations, customer relationship management must adapt in order to maintain team productivity while meeting customer needs. Time savings, quality of interactions, and satisfaction are the main challenges for call centers. As a result, more and more call centers are using tools based on artificial intelligence. According to a study by the American consulting firm Gartner, 45% of companies had already integrated AI into their call centers.

Types of AI tools used in call centers

Among the various AI tools used by call center agents are:

• Predictive analytics

A machine learning algorithm analyzes a customer’s historical data and predicts their future behavior and needs. This tool helps anticipate the reasons for an incoming call or resolve issues before they escalate.

• Semantic analysis of interactions

Customer reviews, call or chat transcripts, and contact forms are a wealth of information that can be used to identify dissatisfaction, improve understanding of your customers’ implicit needs, and perform customer segmentation.

• Chatbots

Although chatbots are most often used in writing, they can also be used verbally and can relieve call center agents by handling the most frequently asked questions or redirecting requests.

What are the limits to the use of AI in call centers?

Despite the undeniable effectiveness of tools incorporating artificial intelligence, they should never replace humans due to the risk of error. These tools can introduce bias into their analysis. Human supervision remains necessary. And let’s not forget that human interaction remains the preferred channel for the majority of customers!

For a customer relationship based on trust, it is also important to avoid its gradual dehumanization. This is a necessary precaution with all AI tools, especially chatbots, in order to maintain the quality of exchanges. Finally, when your call center agents use AI, your company must take additional measures in terms of confidentiality.

AI: a real asset for call center efficiency

With a solid understanding of the risks associated with artificial intelligence tools, you can take advantage of all the benefits they offer for your teams’ productivity:

• Automated quality control through real-time conversation analysis.

• An improved customer experience: responsiveness in responses and problem solving, personalization based on customer history, reduced wait times.

• A rich training tool with conversational analysis conducted through the extraction of information and various situations from calls.

• Automated and comprehensive validation of sales compliance.

By ensuring supervised use and team training, the integration of AI into call centers meets a real strategic need to maintain your company’s competitiveness!