Today, Artificial Intelligence (AI) technology is used across industries to automate and simplify business processes. The same has proven to be achievable effectively in the call center industry, where the adoption of AI systems has dramatically improved customer service quality, ease of usage, and overall operational efficiency. This article focuses on the benefits of implementing intelligent AI contact centers for your business customer support and why it could be a game changer for your success.

Benefits of AI in contact centers:

We have carefully assessed and offered reasons why businesses adapting to AI-driven contact centers can elevate business productivity, efficiency, and customer satisfaction. Here are the ten primary AI-driven benefits why:

1.    AI serving your customers 24/7 :

AI systems provide intelligent customer service and offer round-the-clock business support. Old school call centers had expensive staffing and training requirements to achieve 24/7 customer engagement. Here, operators working in shifts are responsible for answering calls and offering support. Bootstrapped companies often provide call center services only during business hours, forcing customers to incur long hours before resolving problems. Instead, revolutionary contact center AI using smart IVRs and chatbots engages the customer needs 24/7 with reduced Average Wait Times (AWT). This technology further allows small and medium businesses to provide 24/7 customer service without depleting operational resources.

2.    Once trained, always learning:

All that's required for businesses to do before deploying the AI is program a relevant knowledge base for the AI to draw instructions. Using Machine Learning (ML) and deep learning technology, AI systems are designed to constantly learn from customer interactions and service agent inputs to improve their knowledge base and provide better solutions. Hence, ML allows for constant self-improvement of the AI contact center with reduced human intervention.

3.    Self-service options for customers:

One of modern contact centers' crucial features is offering self-service options. With self-serviceability, AI reduces the support agents' workload by allowing customers to resolve routine queries through pre-prepared FAQs and automated information. For example, an AI chatbot or Intelligent IVR, using Natural Language Understanding (NLU), can understand the customer's question and automatically send the necessary information to the customer via email, SMS with pre-prepared FAQs. In addition, this reduction of call volume allows service agent support to be reserved only when required.

4.    Quick and easy scalability:

AI-driven contact centers can handle any volume of customer interactions. Thus, this is an ideal solution for businesses aiming to grow and scale over time. AI-driven contact centers have the potential to match the rising demands and growth of companies.

5.    Data-driven personalization and insights:

AI bots utilizing data analytics can collect, process, and analyze valuable customer data and convert it to actionable insights. AI can be programmed to offer business customers personalized support catering to their individual needs using this data. For instance, based on an individual customer's data profile and past actions, conversational AI can provide customized offers, suggestions, and solutions that best suit the individual customer's needs. Additionally, with data-driven insights from customer feedback and recommendations, businesses can make the necessary adjustments to improve business growth and productivity. Hence, this results in better customer satisfaction rates.

6.    Reliability and consistency in customer service:

Virtual assistants powered by AI offer consistent support via automation without human errors. Through constant learning, the bots improve their response times and offer a level of reliability that is difficult to match by their human counterpart. To enhance your customer experiences and offer a level of customer engagement, services will not falter due to emotions or moods.

7.    Achieving cost efficiency:

AI-driven automation significantly reduces the requirement of expensive staffing and training to fill appropriate support positions. The growth in competition and the need for 24/7 customer support is a costly metric to fulfill with the traditional call center. But with AI, businesses can save many resources in the form of space and money by deploying AI, which has the processing power to handle thousands of customers seamlessly without human intervention.

8.    Intelligent call routing for streamlining efficiency:

Smart routing allows for AI to significantly reduce call center stress and caller traffic by assessing callers' priority levels by analyzing the intent and sentiment using speech recognition software. Using sentimental analysis and intelligent routing, AI matches callers intelligently to support staff statistically identified as the best solution equipped agents to resolve the customer's query.

9.    Multichannel Support to increase customer engagement:

Gone are the days when the only channel customers used for product or service-related communications. Contact centers greeted these telephonic customers with a primitive IVR menu that had limited options operable by customers punching corresponding numbers in their telephone keypad to the IVR option they wished to select. With the increase in new communication channels, customers are becoming increasingly adept at multichannel communications. AI-powered contact centers offer a range of support on multiple channels such as phone, email, SMS, messenger apps, and chat. A sound AI system with multichannel backing gives businesses an edge over their competitors. Additionally, providing customer engagement over their preferred communication channels can offer ease of customer accessibility to support. This multichannel engagement significantly increases customer satisfaction.

10. Lowered customer churn rates:

Understanding the customer is crucial, and AI-driven contact centers target achieving just that. By simplifying and offering speedy resolutions and reducing customer AWT, AI contact centers aim to provide customers with the best support and service to ensure that they don't switch to a competitor. So reduce your customer churn rate by employing AI-powered contact centers.

In conclusion, increasing competitiveness between enterprises to offer the best in call center services has brought forth the need for more advanced systems handling customers. AI-driven customer service may be the parameter your business is missing to increase customer service efficiency. Businesses fearing the infrastructure costs and complications arising from setting up Artificial intelligence in their contact center need not be worried. Several adequate service providers now provide AI-driven BPO services for businesses that can be easily deployable. As an entrepreneur, it is advisable to find the right service provider that accurately fits your business requirements.

Consider Inflection for your AI-powered contact center needs

Inflection is one such service provider that offers AI-powered innovative BPO services for businesses to transform their engagement with stakeholders, internal and external. Our highly trained professionals deliver cost-effective, superior experiences to businesses, and our agents are trained in voice and multi-channel support to transform the customer experience. Contact us to explore how Inflection can help you deliver superior experiences while being cost-effective.