Generative AI in Contact Centers

Welcome to learning edition of the Data Pragmatist, your dose of all things data science and AI.

📖 Estimated Reading Time: 5 minutes. Missed our previous editions?

• Building AI Agents

• Understanding Data Contracts

🧠 Generative AI in Contact Centers

Contact centers have evolved significantly with technological advancements, and generative AI is now poised to revolutionize them further. As Pranav Rai, Senior VP at Hexaware Technologies, suggests, this new wave of AI, capable of producing conversational text, could be the most transformative yet.

The Power of Generative AI

Generative AI, popularized by ChatGPT, uses natural language processing (NLP) and machine learning (ML) to converse in human language and improve over time with feedback. Its real-time, context-aware capabilities make it a natural fit for contact centers. Chatbots enhanced with generative AI will offer personalized, human-like interactions, unlike traditional pre-programmed bots. These chatbots will resolve more inquiries on first contact, enhancing customer experience.

Benefits for Contact Centers

Generative AI not only improves customer interactions but also streamlines internal processes. AI-enabled robotic process automation (RPA) will eliminate tedious manual tasks, providing instant insights from customer resolution data. This enables quicker decision-making and process refinement.

Generative AI also supports agent training, offering personalized materials and simulated customer interactions. During live calls, it provides agents with tailored scripts, leading to improved resolution rates and customer satisfaction.

Process Enhancements with Generative AI

To stay competitive, contact centers must continuously evolve their AI capabilities. Key areas for improvement include:

1. Citizen Users: Leveraging citizen developers to fine-tune AI outputs will become crucial for enhancing chatbot accuracy and efficiency.

2. Case Swarming: AI can accelerate problem-solving by recommending resolutions based on past cases and assigning tasks to the right agents.

3. Predictive Analytics: By analyzing larger datasets, generative AI will enhance predictive analytics, enabling contact centers to anticipate customer needs and offer more personalized support.

Driving Continuous Improvement

To maximize generative AI’s potential, contact centers must commit to ongoing AI development, regular performance assessments, and continuous optimization of customer-facing tools and backend operations.

Top 5 AI Tools for Call Center

1. Knowmax

   • AI-powered knowledge management system for creating a single source of truth

   • Features: Cognitive decision trees, AI content engine, multilingual translation, autogeneration of FAQs

   • Pricing: Contact sales

2. Dialpad

   • AI-powered call center software with real-time transcription and actionable insights

   • Features: AI Agent Assist, automated scorecards, WFM integration, analytics

   • Pricing: Essentials ($80/user/month), Advanced ($115/user/month), Premium ($150/user/month)

3. Talkdesk

   • AI-infused CX Cloud platform for enhanced customer self-service and agent support

   • Features: Generative AI, Interaction Analytics, Agent Assist, sentiment analysis

   • Pricing: Essentials ($75/user/month), Elevate ($95/user/month), Elite ($125/user/month)

4. CloudTalk

   • AI-powered platform for automating tasks, predicting behavior, and providing insights

   • Features: Call summarization, real-time recommendations, skill-based routing, VIP queues

   • Pricing: Starter ($25/user/month), Essential ($30/user/month), Expert ($50/user/month), Custom plan available

5. Zoho Desk

   • AI assistant Zia for sentiment analysis and personalized customer support

   • Features: Sentiment analysis, Skill Builder interface, performance monitoring, self-service options

   • Pricing: Standard ($14/user/month), Professional ($23/user/month), Enterprise ($40/user/month)