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What is contact center AI?

Intelligence that empowers fast outcomes and exceptional experiences.
What is contact center AI?

What is contact center AI?

Contact center AI integrates artificial intelligence technologies, such as natural language processing (NLP), machine learning, and predictive analytics, into contact center operations with the goal of streamlining processes, automating work, and delivering faster, more personalized service.

Why is AI important to contact centers?

In today's fast-paced and customer-centric world, AI technologies help contact centers stay ahead of the competition by automating work and guiding agents to deliver brilliant customer experiences.

Benefits of contact center AI

  • Makes every agent your best agent  
    AI boosts agent performance by automating manual tasks and intelligently guiding customer interactions toward resolution. This means agents can seamlessly handle higher volumes, faster.
  • Streamlines processes and improves experience  
    AI understands customer intent and can launch case workflows that orchestrate the entire customer journey – automating processes along the way – for consistent, efficient service every time.
  • Personalizes service and boosts revenue  
    AI analyzes customer data to present proactive engagement opportunities or personalized recommendations, such as retention or upsell opportunities – increasing customer lifetime value.
  • Automates service and reduces call volumes  
    AI empowers customers to self-solve and self-resolve their own cases, on their own time, over the channel of their choice – reducing contact center volumes.
  • Accelerates onboarding and increases employee retention
    AI can guide and coach agents through virtual and live interactions. The results? Faster onboarding, a better agent experience, and higher employee retention rates.

How does contact center AI work?

Contact center AI understands customer intent and drives inquiries toward successful outcomes – assisting agents with their work, automating repetitive tasks, and making recommendations and decisions based on rich customer data.

How does contact center AI work?

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What features to look for in contact center AI systems

AI copilot

Intelligently guides agents by suggesting workflows, responses, knowledge articles, and next best actions.

Workflow automation

Guides agents through a customer journey, automating tasks and orchestrating work to drive successful outcomes.

Chatbots

Virtual agents that understand human language and enable customers to find answers and resolve their own inquiries.

AI decisioning

Makes data-driven decisions that can personalize interactions and suggest offers to drive sales and retention.

Generative AI

Summarizes interactions, suggests responses, generates knowledge articles, and provides training simulations.

Speech recognition

Transcribes conversations, automates data entry, and leverages script adherence to ensure compliance.

Pega Voice AI demo

See first-hand how Pega Voice AI enables agents to create amazing customer experiences.
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How to implement contact center AI

Your contact center AI project will likely require extensive planning, as well as approval from your organization and buy-in from your team.

  1. Determine the outcome 
    Identify the problem you plan to solve using AI and set goals for measuring your success. Start small: You can expand more AI into your contact center incrementally.
  2. Assess the readiness of your organization  
    Determine if your organization’s data, technology, and infrastructure are AI-ready.
  3. Ensure compliant, responsible AI
    Address any regulatory, governance, ethical, or social concerns related to AI and ensure sign-off from the appropriate departments.
  4. Decide how to balance human and machine roles 
    Determine when AI can automate work, when AI can assist agents, and when human oversight is needed. Gain buy-in by involving employees in early discussions.
  5. Find the right AI solution
    Choose a solution that aligns with your organizational needs and goals and enables your contact center to transform and evolve without disruption, so you can respond quickly to rapid change.
How to implement contact center AI

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Frequently Asked Questions about contact center AI

Contact center AI contributes to an improved customer experience in several ways, including:

  • Faster response times: AI-powered systems can quickly analyze and understand customer queries, enabling faster responses to inquiries. This reduces wait times and enhances overall customer satisfaction.
  • Personalized interactions: AI systems can analyze customer data to personalize interactions. By understanding a customer's history and preferences, AI can tailor responses and recommendations, creating a more individualized and positive experience.
  • Efficient call routing: AI-driven intelligent routing ensures that customer calls are directed to the most appropriate agent or department based on the nature of the inquiry. This minimizes transfers and ensures that customers are connected to the right resources quickly.
  • Self-service options: AI enables the development of interactive voice response (IVR) systems and chatbots that allow customers to find information or resolve simple issues on their own. This self-service option empowers customers and reduces the need for agent intervention for routine queries.
  • Proactive issue resolution: Predictive analytics and machine learning algorithms can identify potential issues before they become significant problems. This allows businesses to address customer concerns proactively, preventing negative experiences and fostering loyalty.

Overall, contact center AI empowers businesses to meet customer expectations more effectively, leading to higher levels of satisfaction and loyalty.

In a contact center AI environment, human agents play a crucial role in handling complex customer inquiries, providing empathy and emotional support, resolving escalated issues, and building meaningful relationships with customers. They collaborate with AI systems to deliver personalized and efficient customer service, ensuring a seamless and positive customer experience.

Yes, contact center AI can integrate with existing systems and software. It is designed to integrate seamlessly with various CRM systems, telephony systems, knowledge bases, and other enterprise applications. This integration allows contact center AI to access and leverage existing customer data, provide real-time insights, and deliver personalized customer experiences across multiple channels.

Contact center AI can automate various tasks to enhance customer service and improve operational efficiency. Some examples of tasks that can be automated using contact center AI include: 

  1. Call routing and queuing: AI can intelligently route incoming calls to the most appropriate agent based on skills, availability, and customer context.
  2. Customer self-service: AI-powered virtual assistants can handle common customer inquiries, provide information, and assist with basic transactions.
  3. Sentiment analysis: AI can analyze customer interactions in real time to detect customer sentiment and identify potential issues or opportunities.
  4. Knowledge base search: AI can quickly search and retrieve relevant information from knowledge bases to assist agents in providing accurate and timely responses.
  5. Call transcription and analysis: AI can transcribe and analyze call recordings to extract valuable insights, identify trends, and monitor agent performance.
  6. Voice biometrics: AI can authenticate customers based on their unique voice patterns, eliminating the need for traditional authentication methods.
  7. Intelligent recommendations: AI can provide agents with real-time recommendations and next best actions based on customer data and historical interactions.

By automating these tasks, contact center AI helps streamline operations, reduce costs, and deliver a more personalized and efficient customer experience.

Implementing contact center AI can come with its own set of challenges. Some common challenges include:

  1. Data quality and availability: AI systems rely on accurate and comprehensive data to make informed decisions. Ensuring the quality and availability of data can be a challenge, especially when integrating with multiple systems and data sources.
  2. Training and skill development: AI systems require training and ongoing maintenance. Organizations need to invest in training agents and administrators to use and manage AI capabilities effectively.
  3. Ethical considerations: AI-powered contact centers raise ethical considerations, such as privacy, data security, and bias. Organizations need to address these concerns and ensure compliance with regulations and industry standards.
  4. Customer acceptance: Introducing AI into customer interactions may require educating customers about the benefits and addressing any concerns they may have. 

By being aware of these challenges and addressing them proactively, organizations can successfully implement contact center AI and reap its benefits.
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