The issue of artificial intelligence in the workplace is surprisingly polarizing. Not only are there some who are utterly convinced that such a strategy will make us all better employees and make our work day a breeze, but there are others who believe that such a strategy will destroy the economy itself in a matter of months. Artificial intelligence in the contact center, however, is delivering quite a bit of value already, and it's not showing a lot of damage on the job front.
What is Artificial Intelligence Doing to Contact Centers?
Artificial intelligence has some great potential in the contact center, especially based on how it's used.
Simple calls. Some calls are so simple, you'd never want to trust them to someone on an hourly wage. Why pay someone to tell callers your hours, or note the status of an account? An artificial intelligence can step into that role readily, and offer this simple information for little beyond the cost to acquire the system.
As a picket. Increasingly, artificial intelligences can engage in “conversational intelligence,” or being able to not only analyze a call for things like word choice and tone, but also to categorize the calls accordingly and even potentially make recommendations. The artificial intelligence can tell the human contact center agent that, for example, the caller is extremely angry and needs to be handled with kid gloves.
Getting to the root. That categorization noted earlier will also help in terms of routing and other systems. With some simple contact, the artificial intelligence can tell who best to connect the caller to. There are several ways to go about this; in some cases, the caller can be routed to a specific department. In others, the call can be routed to someone with a particular set of skills, like someone who's technologically-savvy, or as noted previously, someone who's good defusing an angry caller.
Improving the human agent. Artificial intelligence can act like a supervisor on a call, and can even work to help the contact center agent's performance. The artificial intelligence can make recommendations to the agent about ways to improve performance even on the call itself, and help potentially save calls that might otherwise go down as disasters.
How Can I Start Bringing Artificial Intelligence to My Contact Center?
Artificial intelligence in the contact center can be a great thing, but it needs voice files to work with to sound natural and keep customers interested. Getting top-quality voice files is as simple as dropping us a line at Snap Recordings. At Snap Recordings, we have voice talents that work in several different accents, and even your choice of male or female talent. Just get in touch with us and we'll help you set up just the right voice for your artificial intelligence-driven contact center.
