March 29, 2023

AI and ML: The secret ingredients for the contact center makeover

Contact centers are the lifeblood of many companies, serving as the primary point of contact between businesses and their customers. But despite their importance, contact centers face numerous challenges, including high volumes of inquiries, long wait times, agent attrition, and rising costs. Every day, contact centers receive an avalanche of inquiries that can leave even the most experienced agents overwhelmed. As a result, customers are often left waiting on hold for long periods, leading to frustration and dissatisfaction. With recession looming large, budget cuts and cost-control measures can lead to layoffs and staff shortages, adding more pressure on agents to manage customer interactions more effectively. In addition, contact centers also face the task of analyzing massive amounts of customer interactions data to improve their operations through legacy or obsolete IT products. Enter Artificial Intelligence (AI) and Machine Learning (ML)!

The rally call for contact centers: change or perish!

For several years, cutting-edge technologies such as AI and ML products have been at the forefront of harnessing the power of data to transform businesses across several industries. But when it comes to contact centers, the adoption has been rather slow and cautious. Interestingly, the reason for slow adoption has never been the shortage or lack of data. In fact, contact centers have access to vast amounts of customer data that can help them make better business decisions, improve customer experiences, and increase operational efficiency. However, despite the potential benefits of data-driven insights, many contact centers struggle to harness the power of data effectively.

One of the reasons why contact centers are not able to effectively analyze large amount of data they generate and store is due to the lack of specialized resources or expertise. Extracting meaningful and actionable insights from a wide range of data is neither easy nor inexpensive. Moreover, outdated software or hardware are not equipped to handle large volumes of data or perform complex analytics to address today’s complex business challenges. With companies having already made heavy investments in IT and cloud platforms, it is financially unfeasible to reinvest in data analytics, especially with an already tight, overworked support staff.

Supercharge contact centers with ContactCenterAi

ElectrifAi's ContactCenterAi unlocks data insights with the power of AI and ML to drive improved customer satisfaction, higher efficiency, consistent agent performance, and better-equip agents to handle anticipated issues. ContactCenterAi generates valuable insights that create training opportunities and real-time corrective actions to enhance the overall customer experience.

Contact centers often rely on traditional rules-based analytics products that masquerade as advanced ML- and AI-based products, falling short of analyzing historical data, trends and patterns to unlock hidden insights. ContactCenterAi offers a truly unique, state-of-the-art, and data-driven product that solves high-value, domain-specific business problems powered by pre-built ML and NLP models. Data or no data, structured or unstructured, fully or partial platform, cutting-edge or legacy, what companies get is an easy-to-deploy, non-invasive, and highly configurable product that blends seamlessly into existing setups to deliver extraordinary business outcomes. All that in just 6–8 weeks!

The product offers a range of AI and ML-powered capabilities to help contact centers gain unparallel strategic advantage to make critical, informed business decisions. Here are some key areas where ContactCenterAi can transform customer experience and boost agent productivity tremendously:

  • Sentiment analysis of call interactions with agents to provide valuable insights into customer satisfaction levels, enabling real-time corrective actions to enhance the overall customer satisfaction.
  • Call scoring for 100% of the calls with a consistent and uniform assessment of call handling quality to help identify areas of improvement and promote best practices.
  • Call summary for 100% of the calls with time-saving of up to 10% on average, higher productivity, and better, consistent documentation for efficient resolution.
  • Agent insights such as first call resolution rate, politeness, call hygiene, and agent comparisons to provide insights to understand agent performance and take corrective actions.
  • Trending topics are automatically extracted from calls to train and equip agents with the knowledge to address anticipated issues effectively.
Transforming contact centers to product centers

Today, customer preferences and expectations are evolving at a rapid pace. The time has come for contact centers and customer agents to harness the power of AI and ML to revolutionize how they operate, improve customer experiences, reduce costs, and increase operational efficiency. By gaining personalized insights on customer preferences, behaviors, and history, agents can provide more personalized and relevant recommendations and products to customers, thereby increasing customer satisfaction and loyalty. By automating routine and repetitive tasks like data entry, scheduling, and customer inquiries, agents can now focus on resolving more complex issues. By predicting customer needs and behavior, contact centers can proactively address customer issues before they become larger issues, resulting in low customer churn rate. In addition, call-handling insights can help in redirecting customer queries automatically to the most appropriate agent based on their expertise and availability, ensuring faster and accurate resolution of issues. At ElectifiAi, we call such a ground-breaking transformation as Consequential Ai!

Get in touch with us to know how ContactCenterAi can help you revolutionize customer engagement with the power of data, AI and pre-built, containerized ML products.

ElectrifAi: US' leading ML products provider

ElectrifAi is one of the US' leading ML products providers, with an extensive library of pre-built ML products enabling our clients to capture tangible benefits quickly. We work with the C-suite to understand and solve business problems through data and machine learning in diverse industries such as Higher Ed, BFSI, Life Sciences, Hospitality, Retail, Chemicals, Oil & Gas, Telecom, Insurance, etc. The insights generated by our ML products, such as ContactCenterAi, ReputationAi, InventoryOptimizationAi, RevCaptureAi and other products, have helped our clients realize consequential business outcomes in 6-8 weeks.

Our product does not require investment in a new platform or infrastructure. Instead, we leverage the data existing in your system to power the ML models to deliver business outcomes.

We are the last-mile product that sits on the top to solve specific business problems and bring about savings. Contact us to learn more!