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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 05 June 2024

Eight top AI use cases for contact centres

The contact centre is where the big opportunities lie for AI. Here, we have the perfect mix of business appetite, technology readiness and customer value. It’s a nobrainer. This run through should help any contact centre or CX leader understand where and how AI can help you improve customer experience and increase operational efficiencies.

1. Finding the right agent

The first AI application is intelligent call routing. Traditional Interactive Voice Response (IVR) systems, which require customers to navigate through a series of options (“Press 1 for X, Press 2 for Y”), can be replaced by AI assistants, capable of understanding natural language. Customers can simply articulate their needs and the AI will direct the call to the most suitable agent. This not only simplifies the process, eliminating the need for multiple phone numbers, but also significantly reduces call transfers, enhancing customer satisfaction and operational efficiency.

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