The contact center is undergoing a major transformation through technology. Traditionally, the contact center is a central office function that focuses on operational performance and cost reduction. Today’s modern artificial intelligence contact center have a broader and more strategic role; that is, providing customers with a superior experience, retaining them and increasing their income.
Two fundamental changes have contributed to this shift.
First of all, it is about cloud changes. This disruption in the local contact center market and existing contact center providers has only just begun.
Cloud changes have opened the door to the next transformation through contact center technology: artificial intelligence (AI).
Artificial intelligence is changing the technology world, and artificial intelligence portals are accessing large amounts of data. The artificial intelligence contact center itself is a rich source of this data, from the detailed recording of the phone to the complete record of each call and your contact with the customer. Moreover, with recent advances in automatic speech recognition, these recordings will quickly become a source of training for machine learning models.
Artificial intelligence will change every part of the contact center, including:
- Virtual Agent: Replaces the role of Interactive Voice Response (IVR) and Level 1 Agent
- Proxy support: Use AI to direct and notify online agents for optimal operation through customer interaction.
- Business Information: Convert unused recordings into valuable business information
- Proxy routing: Use AI to direct clients to agents based on a deep understanding of customer profiles and proxies.
- Quality, Compliance and Warranty: Use AI to automatically verify agent engagement for continuous improvement.
This trend will not develop overnight, but it is clear that artificial intelligence contact center will play a transformative role for many years. According to Gartner, by 2021, AI will manage all 15% of all customer service interactions, an increase of 400% over 2017.
Although artificial intelligence technology usually focuses on automated workflows to replace humans (such as self-driving cars), our goal is not to replace agents, but to grow. Live with AI; we call it enhancer.
Virtual agent and agent support is a way to increase the number of active agents. The virtual agent will provide a human-like voice chat interface to replace the IVR system. Virtual agents can run independently, provide complete services to customers, and can be guided and guided by real agents. Agent assistance is an artificial intelligence that guides the human agent as quickly as possible to get the best answer.
IVR systems have been around for decades and are trying to direct customers to the right agents, sometimes with limited self-service capabilities. Interactive Voice Assistants (IVAs) are evolutions of interactive voice response systems designed to facilitate communication with people. In fact, for appellants, VAT is usually slow and frustrating. IVR and IVA have improved call forwarding and cost savings for businesses, but in most cases, it’s difficult to achieve a pleasant experience that customers don’t like and prefer in most cases. The case talks to people as quickly as possible.
Artificial intelligence plays a vital role in replacing these frustrating systems with virtual natural session agents that can quickly resolve common problems and seamlessly connect with humans when needed, as Gartner pointed out in a recent report. As such, “Artificial intelligence updates (due to the increasing use and efficiency of sorcerers used by artificial intelligence such as Alexa and Google Assistant) are increasing the knowledge and expectations of intelligent conversation interfaces as end users of commercial products and services.” 2 Therefore, companies must be careful to exceed customer expectations. It can now be implemented with AI.
The artificial intelligence platform needed to generate realistic virtual agents, similar to humans, is finally visible. Microsoft and Amazon provide important artificial intelligence capabilities on their platforms, as do IBM and Salesforce. Google’s recent contact center artificial intelligence platform is advancing significantly, including advances in technologies such as Dialog Flow, AutoML, Topic Modeler, and ASR.
With these advances in artificial intelligence (and those I predicted in the near future), the role of Level 1 agents is likely to be automated through virtual agents, which will allow Level 1 agents to become agents. Level 1.5 or 2, gradually shifting to more complex work and participating in real-time virtual agents (if any).