Artificial Intelligence in Call Centers: Enhancing Efficiency and Customer Experience

Artificial intelligence is working to reduce the human burden by generating tools and technologies that work exactly like humans. AI also introduces its fabulous features in call centers and always provides services.

Call centers are centers where managers receive customers’ queries in the form of calls and messages and answer them after processing. Now, artificial intelligence is also interfering in call centers to replace humans.

Super fast AI  technologies improve the working efficiency of call centers. AI  call center services are always available to customers even on off days. Call centers that adopt AI are working more smoothly and quickly than others.

What is an Artificial Intelligence Call Center? 

The call centers that use the technologies of AI such as natural language processes and machine learning are officially termed AI call centers. These call centers were mainly established to minimize human needs and quick completion of tasks.

How Does an AI Call Center Work?

The first thing to understand is the working of these centers for the support of customers. Here are some steps to clear the working AI call center

• 1: The very first task is to understand the query of the customer, what the customer wants to say via a message or a call
• 2: Then recognize the issue of the customer. Analyze the type of query such as check balance in the account and check the amount of the bill.
• 3: AI readily responds to the customer by answering or solving the problem accurately
• 4: The important task of AI is to normalize the anger of the customer and handle the customer politely.
• 5: These call centers take rapid action in case of any problem and urgent queries/
• 6: AI makes sure to support the customer every day and every minute.

Technologies of Artificial Intelligence Call Center

AI introduces many of its technologies in call centers and many other fields to minimize humans’ workload. We will discuss some features that explain the role of AI in call centers.

1: Working as Virtual Agents in Artificial Intelligence Call Center

Virtual agents designed by artificial intelligence mimic humans and handle customers naturally as humans. They complete a time-consuming task in minutes. Natural language processes and machine learning are the two most important agents in AI call centers. Virtual agents tackle customers and give them responses without any error. 

They understand the queries of customers, process them, and give feedback. Customers call or drop a message in a call center, please check the status of my bill paid or not paid. These agents will ask for additional information from the customer and start processing. Then they will give feedback that you have paid your bill.

2: Chat Bot in Artificial Intelligence Call Centers

Its working is almost the same as a virtual agent.  Artificial feeds the data in the form of information in these chatbots. When a customer gets in touch with the call center and drops the query as a message in the chatbot, it starts working on it

Chatbot eventually gives feedback according to the knowledge fed by AI. It can tackle two or more queries in a very short duration of time. Important chatbots are

• Mya
• zen desk 
• Order tracking chatbot
• LivePerson
• Google Dialog Flow

3: Sentiment Analysis in AI Call Centers

Sentiment analysis is to understand the mind state of the user by using different AI tools. In this way, the AI agents can easily handle the questions of customers according to their mood.

Sentiments can be understood by a message and directly on call which reveals the mood of the customer. Call Centers receive two types of sentiments, positive and negative sentiments. AI detects the sentiment and upgrades the system. Examples of these sentiments are 

• “You are not able to do anything. How absurd it is.”
• “I am calling you again and again but you are not paying attention to my problem.”
• “I will never call you again” 
• “It’s very good to work with you”
• “Your services are remarkable” 

4: Fraud Detection in Artificial Intelligence Call Center

Call centers sometimes face difficulty in managing the customers. Some customers make fake calls by stealing the identity of your trusted customer. For this reason, call centers bear a loss of money and time. Artificial intelligence introduces fraud detection tools to detect the problem.

Fraud detectors analyze and verify the voice of customers and distinguish whether the customer is fake or real. These tools also detect some ambiguous activities by analyzing messages dropped by customers. These fraud detectors help call centers and customers avoid losses.

5: Predictive Dialler in Artificial Intelligence

As the name shows, predictive dialers are used for prediction purposes in call centers. Some of its main tasks are 

• Predicts Calls

The AI dialers predict ongoing and incoming calls. It will wait until the agent is in conversation with customers and forward the next call at the end of the conversation.

• Time Management

When a customer is calling a call center and the customer is not available then these AI dialers will adjust the time and maximize the duration. Dialers automatically monitor the calling system.

• Email Handling

Artificial intelligence designs some predictive dialers in such a way that they can easily understand the voice and message Emails. The dialers not only understand the emails but also send reliable replies to the customers.

6: AI Conversational IVRs

IVR stands for interactive voice response and it helps the customer to drop a message in voice note instead of typing. This feature uses tools and processes the customer query. Solves the problem and sends feedback to customers.

Benefits of Artificial Intelligence Call Centers

Artificial intelligence plays a major role in customer support by introducing its outstanding tools in the call centers.

• 1: Artificial intelligence enhances the working capacity of call centers by tackling different inquiries at a time.
• 2: Always available to the customers
• 3: Quick and faster reply to customers
• 4: Artificial intelligence call centers won the trust of the customer and built a heavy connection.
• 5: When call centers get a negative sentiment, they improve the working of tools.
• 6: AI call centers update the tools, machinery, and software by feeding fresh information. 

Drawbacks of AI in Call Centers

AI is working great in call centers but there are a few disadvantages of AI in call centers.

1: AI is dominating human minds’ creativity

2: Many agents lose their jobs because AI systems replace them.

Conclusion

Artificial intelligence is contributing to its role in the working of call centers. Till now AI has introduced a bundle of AI-based tools and technologies in the call centers and made them faster, reliable, and more productive.

This article guides you through the workings of AI call centers and their tools. You will learn about the additional features and benefits of artificial intelligence in call centers. AI call centers help the customer more accurately in a very short time.