7 Benefits AI Adds to Call Center Software

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Your company is in the market for new call center software, and you’re wondering what benefits AI can add?

In this video, I cover 7 of my favorite benefits AI can add to your call center software.

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

Your company is in the market for new call center software and obviously you’ve heard the term A.I. Artificial intelligence, right? So but you’re wondering what benefits does A.I. add to call center contact center software? My name is Mike Smith. I’m the president of Vero. Com. Let’s put our heads together on this.

My Recommendations

Hey, before we get too deep into the video, if you’d like a shortcut and you’d like my recommendations on the best contact center or call center software vendors that your company should be quoting. Reach out and contact me. I will help you make a lot better decision in a fraction of the time, and it won’t cost you anything to use my services. reach out, send me an email or give me a call (714.593.0011). I would love to help you on this stuff. It’s the reason why I do these videos. If you like the video, it’s a nice way to say thank you to me by reaching out and asking for some help. Also, don’t forget to hit the subscribe button so you don’t miss any of my weekly videos that I put out. And if you’d like to video, hit the Like button and leave me a comment down below, I’d love to hear from you.

The 7 Benefits of AI

So we all know A.I. has a lot of benefits, but what benefits can it bring to the table when it comes to call center software? Specifically? Well, there’s a lot of call center software solutions out there. So what I’m going to do is use my knowledge of all the vendors in the marketplace to kind of blend it together and give you an overall list of seven benefits that I can bring to the table for call center contact center software.

1. IVA

The first benefit is an intelligent virtual agent IVA. That’s a bot. So whether it’s a voice bot or a chat bot on a website, you can use A.I. in order to make that a very intelligent bot. The bots have come a long way these days in terms of the large language models that they’re using so they can really understand what a customer is asking. No more of that automation menu where it’s giving you a choice of words you can say and you’re not saying the right word and all that stuff. I can detect you asking a question maybe a thousand different ways, and it can get you to where you want to be. So, you know, when you have customers calling into your contact center. A lot of companies realize that sometimes about 40% of those calls coming in can be handled by an IV bot. You know, for instance, people calling in saying, oh, I forgot the number or forgot the extension, the person I should be calling. I’ve already talked to you guys. I don’t know which department I should be calling or things like that. All that can be handled by AI and it will save your call center a lot of money on hiring a bunch of employees that didn’t need to be hired in order to reduce wait times. It can also really make your customers a lot happier by reducing wait times and getting them where they want to go really quickly.

2. Call summaries and dispositions

The second benefit is automated call summaries and call dispositions. So after every call your agents right now they have a wrap time, right? So they have time to enter in all the information from that call. They have to type out a call summary in the notes. They have to disposition the call, like what did the person call, What’s the reason for calling all that good stuff? Well, guess what? I can detect all that and automate that process. So all your call center agent has to do is just, you know, proofread that to make sure that I got it right, which is right most of the time. So another big benefit AI brings to the table

3. Smart Cards

number three is smart cards. What smart cards are, they’re little pop up cards. Well, one of your call center agents is on the phone. Say a product is mentioned on the phone. Well, you can have a little smart card that pops up that links to that product so the agent can get all the details without having to search too long to get that information. So anything that pops up, maybe a competitor’s name pops up, a battle card pops up for the agent to know what that competitor does and all that good stuff for. Maybe price is brought up so pricing pops up or maybe a customer’s name is brought up that all their billing, whatever you guys want. Smart cards and AI helps detect those words and pulls up the right cards That will help your agents answer your customers questions and help your customers faster.

4. Quality Management

Number four is quality management or quality assurance KUA or QM for short. What that is, is that A.I. listening in on the call, detecting ways you can increase the quality of that call. For instance, what’s the customer sentiment on the call? Are they happy? Are they are they mad on the call? Are things going on like is the agent talking over the customer or are they interrupting them too much? Maybe it’s a training opportunity that can be sent to a manager like, Hey, this this agent maybe is making the customer mad. Maybe they’re talking too fast. Maybe they’re, you know, not saying the right thing at the right time, all that type of stuff. So quality management ensures that your call center manager has the best information possible to train your agents in the moment. Maybe jump on the call, maybe interrupt a call. All that good stuff. Quality management, a big thing. I can help your call center with.

5. Automated Call Scoring

Automated call scoring is another big benefit of AI. So you know something that call center managers often do is that they pick a call once in a while to score, so they’ll pick a call recording at random, listen to it and score that agent on that call. Then they’ll give them a score. A lot of times of a range between a one and a 1010 being perfect job, one being obviously a really poor job. Well, that can be automated if you tell A.I. what you want to score the call based on a I can score the call for you and have agents for every single call score instead of one random call once in a while. So it’s going to save your call center manager a ton of time and it’s going to give you a lot more accurate information in terms of how your agents are doing on calls.

6. Automated AI CSAT Scoring

Similarly, I can automatically give you see SAT scores on every single call. So in the past, remember those surveys at the end of the call that nobody really takes unless they’re really mad or really happy? So only like maybe 3% of the calls. Well, I can automatically, based on customer sentiment and the things set on the call, I can give a best guess, see SAT score on every single call that takes place. Now, if the customer fills out a survey, that survey can override the I see that score, but at least you’re getting a see SAT score for every single call, not 3% of the calls. So it gives you a lot better insight as to what your customer satisfaction rates are.

7. WFM

And lastly, lucky number seven is workforce management. Hey, I can detect patterns in call volumes and give you future recommendations for staffing depending on time of day or seasonal loyalty or times during the month that you guys ramp up calls, all that good stuff. So it can help you with staffing so you aren’t short staffed or overstaffed because is detecting the actual calling patterns.

Which call center software vendors are the best?

Okay, so that’s my seven benefits of AI. There’s a lot of other benefits too. If you’d like to know my recommendations on the best call center vendors, your company should be quoting. Reach out, send me an email or give me a call (714.593.0011). I’ll tell you more Benefits of AI depending on what you guys need. I’m a broker for all the major cloud contact center solutions out there, and I’ve been doing this for over 20 years, so based on your company’s recommendations, I can tell you which three or so vendors your company should be quoting and why. I can introduce you to the best salespeople to work with that Those vendors, I can make sure you get a great demo on those solutions, and I can oversee the coding process to make sure you get the very best pricing on the vendors of your choice. And the nice thing is for you, all those benefits that I bring to the table are included at no charge to your company. The Contact Center Solution vendors pay me my broker fee so your company doesn’t have to pay me anything. So there’s no excuse to not at least reach out and ask me my opinion on this stuff. Send me an email, give me a call. I would love to help you on this. As you can see from these videos, I love talking about this stuff. I’ve been doing it for a long time and I’d love to help your business. So it’s the reason why I do these videos. If you like to video, do me a favor. Reach out and ask me for help on this.