Your complete guide to customer journey analytics
Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer ...
Artificial intelligence (AI) has been transforming the way contact centers operate, allowing businesses to deliver tailored, quick, and reliable customer service to customers across the world. Increasing customer expectations creates a need for seamless experiences across multiple channels, making it more important than ever for companies to embrace AI in the contact center to improve service quality, speed, and customer satisfaction.
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Below, discover 5 examples of AI in the contact center.
In this article:
- 5 powerful examples of AI in the contact center
- Improve contact center performance and efficiency with AI-powered software
- Frequently asked questions
5 examples of AI in the contact center
1. UPMC uses conversational intelligence software to monitor and improve agent performance
The University of Pittsburgh Medical Center (UPMC) faced challenges in effectively coaching its contact center agents and improving performance while ensuring compliance. In the past, UPMC reviewed a limited number of calls each month, leading to gaps in identifying widespread customer experience issues.
By implementing CallMiner’s AI-driven conversational intelligence software, UPMC could analyze every single customer interaction, which led directly to increased coaching opportunities and pinpointed areas for improvement. Ultimately, UPMC positively impacted its bottom line by streamlining coaching and enhancing contact center performance.
Contact center agents are expected to do more with less, often handling complex, challenging customer requests that can’t be solved by self-service channels.
— CallMiner, Inc. (@CallMiner) July 22, 2024
One way to support agents AND create better #CX?#AI-driven feedback and real-time coaching. Learn more. ⬇️
2. Cisco enhances customer experience with quicker, more empathetic responses
Cisco uses generative AI in its contact center to generate genuine and empathetic responses to customers, whether they contact the company via phone, email, or chat. This has allowed Cisco to move through customer interactions quicker while giving customers more of what they need, like engaging and thoughtful conversations and solutions to their issues.
3. Lenovo uses AI-powered chatbots with multi-language support
Lenovo, a global brand, implemented AI-powered chatbots into its customer support infrastructure to manage its omnichannel support ecosystem while catering to multiple languages. The chatbot supports nine languages, using AI to translate what customers type into the chatbot for agents to understand.
The chatbot then suggests empathetic responses for agents but gives agents the leverage to edit and improve responses, if needed. Those edits go on to provide data to the AI system, allowing it to learn and create better responses in the future. When agents send back a response, the chat system translates it back to the customer’s language, removing communication barriers that traditionally exist in customer service, especially with global brands.
4. Gant Travel implements speech analytics software to understand customer needs
Gant Travel monitored just 2% of its customer interactions, which left the company without comprehensive customer data to explain what customers needed most when they called. The company chose CallMiner’s AI-powered speech analytics software to monitor all customer interactions, actively listening to every word spoken and delivering insights for personalized customer service.
After making the switch, Luke Schulta, Gant Travel Contact Center Systems Administrator, stated, “Prior to CallMiner, Gant Travel relied solely on agent dispositions for call outcomes, which according to industry standards, is only 35-45% accurate. Now we are seeing an accuracy of 80% or higher on a daily basis.”
5. Dubai’s Department of Economy and Tourism uses an AI-powered platform to streamline business licensing
The Dubai Department of Economy and Tourism began using an AI platform as part of its customer service strategy to make it easier for business owners to obtain business licenses. The self-service platform allows business owners to get answers to common questions from a chatbot while digitizing the business license application process. The platform also gathers data about pain points customers experience during the process to help the Department create more satisfactory experiences.
Improve contact center performance and efficiency with AI-powered software
The 2024 CallMiner CX Landscape Report is here! One key takeaway? #AI continues to transform the contact center and #CX.
— CallMiner, Inc. (@CallMiner) September 10, 2024
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💡87% of CX leaders say genAI is key for their teams
💡91% agree AI will help optimize #CX strategies
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AI can increase efficiency, enhance agent performance, and improve customer satisfaction when it’s used in the contact center. Through automation and real-time insights, AI helps contact centers optimize and tailor their services to provide more individualized and timely support.
CallMiner’s conversation intelligence platform does this for contact centers every day. Request a free demo to learn how it can reduce risk, boost efficiency, and create loyal customers.
Frequently asked questions
How is AI used in contact centers?
AI can automate numerous routine contact center tasks, like call routing, after-call summarization, and answering repetitive questions, to create better experiences for agents and customers. AI systems also gather, organize, and analyze large amounts of customer data to help contact centers understand behaviors and address customer needs.
How does AI help with contact center communication?
AI provides real-time guidance to contact center agents, giving them the information they need in the moment to best assist a customer. This can help agents deal with complex issues, allowing them to provide meaningful responses and resolve issues as quickly as possible. Some AI tools also translate customer interactions in real time to break down communication barriers between agents and customers.
How many businesses use AI for their customer service?
According to data from Forbes Advisor, 56% of businesses use AI for customer service needs, with chatbots, emails, and personalization being the AI services these businesses prioritize. Additionally, 46% use AI for customer relationship management purposes.
