AI is widely used in so many areas nowadays, and call centers are no exception.
For those who don’t know, some semi-automated features have been used in this industry for decades. Using AI in call center means improving efficiency, personalizing user experience, and routing calls effectively.
Surely, the use of AI is not limited to those benefits only. But the result is always the same – better customer support at a lower cost.
So, here’s a guide on using AI in call centers – fairly and effectively:
1. Set The Goals and Objectives
AI works best when you prompt fairly. In order to give the results you expect, you must define what do you expect from it. As you align the goals with AI capacities, you’re getting the most out of the AI solution you use.
2. Explore Various AI Solutions
Call centers can use plenty of AI variants to enhance their effectiveness. From chatbots and virtual assistants to predictive analytics, AI can improve the support the call center provides to customers. Surely, features like speech recognition, natural language processing, and quality analysis can be incorporated.
3. Train the Agents to Use AI
Not every agent is ready to immediately embrace AI. So, it’s essential to provide appropriate training so they can adapt to the new tools. Explain what tasks can be handed to AI, but also note that some of the calls must be handled by agents. And even more important – tell the employees AI is an assistant, not a replacement for their role.
How to Ensure Effective Integration of AI in Call Centers?
First, you must know AI is not a quick fix, and it requires time to optimize its features to the call center’s needs. Second, it takes time to get used to the new procedure, so give the employees (and yourself) enough time to adapt.
Also, consider these tips:
- Start small and scale in the next quarter (don’t immediately invest in the largest package)
- Don’t underestimate the human touch, even when AI handles some tasks perfectly
- Protect the customer data, i.e., don’t feed the AI tool with too many personal information
All these steps can help you effectively integrate AI into your standard operating procedure. At the same time, employees and agents are encouraged to embrace the new solution so they can focus on more creative and supportive tasks.
And finally, never, again, never threaten an agent that they can be easily replaced by AI – because that’s not true.