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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This article was first published in the 2024 Best Practice Guide - Shaping the Future

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