Contact centres are among the many environments that foster innovation. From chatbot support to custom software, modern call centre makes use of all kinds of technology to streamline operations and provide better customer experiences. One such innovation increasingly gaining traction is cloud-based call centre solutions in Singapore.
Equipped with state-of-the-art features like AI, this evolution in contact centre operations allows organizations to truly understand their customers’ needs and enhance support agents’ efforts. This is primarily achieved by providing support teams with historical customer insights and updated information at the time of the call, allowing them to handle concerns more smoothly and strategically.
Certainly, there is more to explore in terms of the capabilities of an AI-powered cloud call center. That’s why we delve into a few tips on optimizing this platform further to enhance your operations.
Call centre supervisors traditionally need to listen to an agent’s call recordings from start to finish to effectively do quality assurance (QA) scoring and performance reviews. This process can often be time-consuming, but thankfully, AI speech analytics can make it more efficient.
AI can analyze call transcripts and recordings and suggest whether an agent fulfills a given criteria. The best part is that it can do this in a short amount of time for all of an agent’s calls, so supervisors no longer need to select calls at random for evaluation. This reduces the risk of performing an unfair review just because a supervisor arbitrarily chooses a particularly bad call for an evaluation.
Skills-based call routing has long been used to assign callers to agents who were best suited to assist them, but it had its shortcomings. AI helps address many of these limitations, particularly the speed at which the system determines which agent should handle a particular call.
It is now common for modern contact centre solutions to come with smart call routing software that leverages self-learning algorithms to analyze behavioral data, past call history, and customer personality models. It then uses this information to immediately determine the best way to handle a given caller, be it to route them to chatbots if they only have simple requests or to live agents when the nature of their request requires a human touch.
For the latter cases, AI can also use the data it has gathered to direct calls to the agents best equipped to deal with certain types of queries or customers to ensure that tickets get closed quickly. As the system learns over time, its success rate at making good matches increases, consistently improving the overall customer service experience.
Each customer interaction holds a wealth of information that only AI can capture thoroughly. For instance, live sentiment analysis can offer extra hints as to how a caller feels about the brand, product, or service based on their choice of words, and AI-powered contact centre analytics helps identify trends across large sets of customer data.
One such trend it can uncover is in customer behavior. AI can provide early insights that predict the future needs of a given customer and allow call centre a head start in developing best practices around them. In addition, AI can furnish detailed behavioral profiles and customer information available to customer service teams. This can be instrumental in further anticipating customer needs and swiftly adjusting their approach depending on the nature of the interaction, be it to provide support or engaging in upsell and cross-sell efforts..
While current AI technology cannot replace human agents entirely, it is more than capable of delivering satisfactory resolutions for common concerns and requests. Therefore, it is best to leave these routine interactions that fall under the category of self-service to AI-powered chatbots or IVR systems. By helping callers complete simple tasks, it frees human agents to respond to more complicated concerns.
AI can also potentially take on more important self-service automation, but this will largely depend on having accurate, complete, and high-quality data to ensure it can produce the correct responses and will not be limited during more complex interactions. Therefore, prioritizing data and analytics is essential if you aim to enhance the role of AI in empowering your customers with a greater degree of self-service.
AI has drastically changed how businesses operate their contact centre, making the lives of support agents and supervisors much easier. By knowing the ins and outs of your AI cloud call centre platform and its capabilities, you can further leverage its cutting-edge features to optimize a wide range of processes and take your support operations to unprecedented heights.
At Innovax Systems, we harness the power of AI to transform customer engagement. This commitment is exemplified through our cutting-edge OpsCentral contact centre suite, where AI serves as the foundation for enhancing customer engagement. Covering email management to omnichannel messaging platforms in Singapore and everything in between, our robust cloud-based contact centre solutions combine advanced features to help you create a seamless and efficient customer experience.