How AI Enhances the Human Element of Call Centers

On first thought of what AI is, the thing on most people’s minds is the picture of robots taking over humanity in a near-future apocalyptic dystopia. Or maybe it’s videos of robots from Boston Dynamics performing feats of agility that will give you nightmares. But the reality is, AI – when used responsibly, of course – is becoming an essential part of telephony and can assist in adding a human element in call centers.

“So, a chatbot is a good example of how AI can provide a customer with relevant responses, but at some point, that customer may have to interact with an agent… What can take place then, through customer journey and information, is that the agent can get all of that information that’s been handled by a chatbot prior to that interaction,” says Hardy.

Karen Hardy, VP Marketing and Solutions, Avaya

Previously, AI’s sole function was routing a customer to the correct agent; today, however, AI can also glean essential information about a company’s customer base. Conversational intelligence measures customer sentiment by transcribing and summarizing voice interactions with keyword tags while also monitoring agents and suggesting scripts. In fact, according to Avaya, 62% of organizations expect virtual assistants to be a part of their operations in the next two years.

Karen Hardy, VP Product Marketing and Solutions for Avaya

Karen Hardy, VP Product Marketing and Solutions for Avaya, talks about AI as going beyond just chatbots.

“So, a chatbot is a good example of how AI can provide a customer with relevant responses, but at some point, that customer may have to interact with an agent… What can take place then, through customer journey and information, is that the agent can get all of that information that’s been handled by a chatbot prior to that interaction,” says Hardy.

“Another good example is around machine learning as well. And being able to take machine learning information and start to do transcribing, for example. [It provides] real-time information to that agent, so that again, they’re equipped with cues and information as they’re interacting with that customer.”

Another new development is using technology that can scan biometrics (in English, the ability to scan your face). Devices would scan your face to confirm your identity while being helped in the contact center space. Avaya’s Identity-as-a-Service (IDaaS) technology aims coincide with AI to better serve the customer and call centers.

But if that gets you understandably nervous, Avaya has been developing world-class encryption alongside its AI and biometric technologies for years.

“With mobile experience, we’ve been able to start to bring in elements for years. Avaya has focused on security and scalability, and our platforms are world-leading in terms of being able to support the types of security that’s needed. But encryption, biometrics, are all areas that we’re supporting and ensuring that’s part of the transaction,” says Hardy.

Along with chat automation and conversational intelligence, AI can support an organization in many ways, such as:

  • Smart routing
  • AI analytics and insights
  • Business Rules Engine
  • Rapid feature development

Building a foundation on human interaction in your call centers should not exclude AI. AI technology can be a boon to your business and can help you stay competitive in the future.

For more on AI, enjoy the conservation with Karen Hardy on the IAUG Insider Podcast below.

Posted in: AI