4 AI Baby Steps for Call Center Software

Your company has a call center, and it’s time to shop for new call center software. You’ve heard of AI, but where do you start?

In this video, I cover 4 easy ways to use AI right now.

Want my recommendations on the best cloud phone system vendors to quote, for your company? Click the button below and ask me today.

About Mike

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

You work for a medium to large size company with anywhere from 50 to 5,000 employees. Your company is now in the market for a new phone system and, along with that, new call center software. At the same time, you’ve been hearing a lot about AI and are wondering whether you should look into using AI in your call center software. Where do you start? There’s so much to know about both AI and call center technology. How can you get AI working for you quickly without creating too much complication or spending too much time? In this video, I’ll give you four baby steps for implementing AI in your call center software. My name is Mike Smith, president of Aerocom. Let’s put our heads together.

My Recommendation

If you’d like my recommendation on the best AI solutions your company should consider for call center software, reach out, send me an email or give me a call (714.593.0011). Join the thousands of other IT professionals who have relied on me to make better decisions in a fraction of the time. Don’t start by calling call center software vendors directly. There are too many, and you don’t always know who you’re contacting or what their reputation is. As a broker for all the major cloud call center software vendors, I’ve been matchmaking companies with the right providers for over 20 years. Using me doesn’t cost your company anything, and I can often get you better pricing. Don’t hesitate—reach out, I’d love to help.

More information will be shared at the end of this video. Also, don’t forget to subscribe to the YouTube channel. I release a new video every week, so subscribe and ring the bell so you don’t miss them. Visit our website, Aerocominc.com, where you can search call center software providers by feature, write and read reviews, and watch videos. I guarantee you’ve never seen a website like this.

AI Doesn’t Have to Be Complicated

AI doesn’t need to be as complicated as people make it out to be. While AI chatbots are a next-level tool, let’s not start there. Instead, let’s begin with smaller, easier steps. This way your company can implement AI effectively and start seeing real benefits before considering advanced AI features like chatbots.

Step 1: AI Call Scoring

In most medium-to-large call centers today, managers manually score calls. They randomly select recordings, listen, and then assign a score—an inefficient and unreliable process. With AI, you can program scoring criteria, and it will automatically score every single call. This provides accurate averages, tracks trends over time, and eliminates the need for managers to waste hours manually grading calls. Instead, managers can focus on more productive work.

Step 2: AI Customer Satisfaction Scores

Currently, some companies ask customers to stay on the line after a call to complete a survey, but very few people actually do it—except when they are very happy or very upset. This produces inaccurate results. AI changes that. It can automatically assign a satisfaction score to every call. If a customer fills out a survey, that input overrides the AI score, but in the meantime, AI provides valuable, ongoing insights. While not perfect, it’s a conversation starter that highlights trends, such as when an employee’s performance dips, prompting managers to dig deeper.

Step 3: AI Call Summaries

AI can listen to every phone call and generate an accurate call summary, which can automatically be added to your CRM. This ensures summaries exist for every call, even when agents forget. It also dramatically reduces “wrap time,” the time agents spend between calls typing notes. Agents simply review the AI-generated summary, make any edits, and save it. This not only saves time but also money. Integration with your company’s CRM or ERP system makes the process simple and highly effective.

Step 4: AI Dispositions

Another easy step is using AI for call dispositions. AI can automatically log what the call was about and the next steps into your CRM, eliminating the need for agents to do this manually. This saves even more wrap time, allowing agents to spend more time on the phone and less time on data entry.

Which call center software vendors are the best?

Those are just four baby steps to get started with AI, but there are many more advanced features available. If you’d like to know which solutions your company should implement or which providers you should consider, contact me. Don’t waste time cold-calling vendors—you don’t know their reputation, pricing, or quality. That’s where I come in.

I’ve been a broker for over 20 years, representing all major cloud call center software vendors. I’ll help your company find the best provider for your needs and make a better decision faster. Thousands of companies have trusted me, and the best part? It doesn’t cost your company anything—vendors pay me directly. I’ll help you get demos, negotiate pricing, and guide you through the process.

I love talking about this topic, and if you’ve found value in this video, reach out, send me an email or give me a call (714.593.0011) and let me know. Subscribe to the YouTube channel so you don’t miss future videos, and check out our website, Aerocominc.com, for more tools and resources. Thanks for watching, and I’ll catch you in the next video.