March 2, 2023

The Call of the Future: How ContactCenterAi is Redefining Customer Interactions

As businesses increasingly rely on customer service as a competitive differentiator, the importance of contact centers cannot be overstated. However, let’s face it, traditional contact centers are outdated, inefficient, and operationally expensive. They're plagued with high call volumes, slow issue resolution, inadequate visibility of customers or their problems, undertrained or unproductive agents, and dissatisfied customers. In addition, with recession knocking at our doorsteps, there’s a strong possibility of contact centers running into staff shortages soon. Such challenges can often accelerate churn, impact brand confidence, and result in loss of business. But, as often stated, with crisis comes the opportunity to transform; and the key to transformation lies at the heart of all contact centers, buried deep under the vast amount of data generated every day.

From chaos to insight: Let data show the way!

There is no dearth of data in a contact center. Each day, tons of data is generated through call recordings, chat logs, customer feedback, and agent performance metrics. This data can be overwhelming to manage and analyze using traditional methods, or rules-based data analytical products. By harnessing cutting-edge AI and ML technologies, you can now make sense of this data and turn it into valuable insights to improve customer service, increase efficiency, and optimize agent performance. Here are some key areas where pre-built ML products can transform customer experience and boost agent productivity tremendously:

  • Sentiment Analysis - Gain better understanding of customer emotions and needs by analyzing customer interactions with agents. ContactCenterAi can help you identify positive and negative sentiments, enabling you to improve customer service in near real-time and resolve issues quickly. Furthermore, capturing customer sentiment can assist in improving products and services, to the extent in determining if that sentiment was a result of the product or the service.
  • Call Scoring - Track, measure, or evaluate agents' call performance with voice-to-text conversion and call scoring. Call scoring helps identify areas where agents excel, and areas where they may need improvement. Unfortunately, manual call scoring is often limited to a couple of calls per agent per month. ContactCenterAi helps you scale call scoring 100%. The increased coverage helps generate insights needed to mentor, train agents, and help them reduce resolution time and improve Net Promoter Score (NPS).
  • Call summarization - The quality of call summarization post-call is critical to issue resolution and analytics. Unfortunately, documenting the call is not seen as productive, nor is the quality of summarization consistent or high across all agents. ContactCenterAi generates automated call summary as soon as the call is over. The agent can then review the summary, update, and submit it. This results in a saving of 10% time per call (including summarization) on average, and enhances the quality and consistency of summarization, while increasing agent productivity and customer satisfaction with the right information at your fingertips.
  • Agent Insights - ContactCenterAi generates agent insights such as first-call resolution rate, politeness, and call hygiene, including agent comparisons, to provide insights to understand agent performance and take corrective actions. The insights generated by looking at data across agents can help determine appropriate actions and responses, enhancing the agents' call performance in resolving client issues.
  • Trending Topics - Another significant benefit of ContactCenterAi is the ability to extract trending topics from customer interactions. This information can be used to identify emerging trends and topics that require immediate attention. The nature of the issue can also help in anticipating the volume of queries at a specific time, enabling the team to scale their staff and train agents to handle such topics quickly. By staying ahead of the game, businesses can address customer needs proactively, improving customer satisfaction.

With such powerful, pre-built ML products, contact centers now have the power to go beyond customer service and deliver unparallel, long-lasting customer experience, with speed and scale.

Dial data to spearhead the change in contact center operations

Today, AI and ML have the power to help contact centers drill deep down into stockpiles of data to create more personalized, efficient, and data-driven interactions with their customers, ultimately driving better business outcomes. By automating key processes, monitoring agent performance, and extracting valuable insights, contact centers can deliver faster, more personalized service that meets the needs of today's demanding customers.

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-equipped agents to handle anticipated issues. 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!