Adding Conversational AI to Your Contact Center

Artificial Intelligence (AI) is nothing new in the call center. The use of robots to assist with answering customer inquiries and routing callers to the right agent has been used for quite some time. As technologies advance and new uses for sophisticated robots make their way into the workforce, these same interactions are becoming more natural and increasing overall experiences. As a result, businesses are reducing spend and realizing improved engagement.

The latest push to get AI to become even more accepted is what’s being called “Conversational AI.” Especially in today’s digitally advanced world, millenials and even older demographics are coming to expect easier transactions online. As this happens, AI is progressing from simple automated responses to becoming and engagement tool that can complete full transactions without the need for a live agent.

Forecasts for the global conversational AI market predict it will grow from $4.2B in 2019 to and reach $15.7B by 2024. That a CAGR of 30.2 percent from 2019-2024.

Backing this surge in demand is the increasing request for omni-channel support, customer support services and lowered costs for chatbots.

Adding these capabilities to the call center requires a digital transformation that supports the use of the latest technological innovations. That means implementing powerful digital tools and interfaces.

For call center management, understanding how to incorporate the latest AI technologies into their workflow is critical. To increase agent productivity it means training agents to work alongside robots and also leveraging the data to create better overall experiences for customers.

Interested in learning more about the future of work and how artificial intelligence and machine learning can provide long-term benefits for businesses across industries? The Future of Work Expo being held February 12 - 14, 2020 at the Broward County Convention Center in Fort Lauderdale, Fla., will discuss how AI enhances worker experience, improves call center efficiencies and helps with marketing and sales effectiveness.

Edited by Maurice Nagle