SPONSOR SPOTLIGHT
PRESENTED BY COGNIGY
BEST USE CASES FOR AI IN CONTACT CENTERS A SPONSORED ARTICLE BY COGNIGY
In an industry that relies on improving both resource efficiency and customer experience , AI has the potential to make clear , tangible impacts on many of your most well-defined use cases . From cutting down on long call waiting times to improving satisfactory customer interactions , AI Agents built with Conversational AI and Generative AI play a pivotal role in driving performance improvements in the areas crucial to contact center success .
Seeing is believing , so let ’ s talk about some of the most important AI use cases within contact centers …
INTRODUCTION TO AI IN CONTACT CENTERS
When your business depends on resolving calls quickly and effectively , AI promises to revolutionize the most time-consuming and inefficient workflow processes , whether creating call transcripts or engaging in customer-facing voice or text chat .
AI systems have vast potential , but capabilities depend solely on how willing you and your team are to embrace the technology and progress through a maturity model . When you first adopt a system , you ’ ll tackle basic tasks before maturing into more technical ( and more valuable ) use cases .
AI ’ S EVOLVING ROLE IN YOUR BUSINESS
• Foundational support : The most basic ‘ phase ’ of using AI involves basic tasks such as transcribing customer phone calls and other surface-level processes that don ’ t require much customer-facing interaction .
• Automation and augmentation : At the next stage , Generative and Conversational AI can be deployed to augment your existing processes and provide useful automation , which generally involves redesigning a task entirely . For example , utilizing Conversational AI to automate Identification & Verification processes .
• Transformation : Once AI is an active part of your core processes , it will begin to learn from customer interactions and operational data . You ’ ll now have a context-ready AI Agent to empower your human agents . It can recognize a customer ’ s problem and either automatically solve it where possible or route the call to a human agent .
14 CONTACT CENTER PIPELINE