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“Smart” contact center solutions that use artificial intelligence

Question:

I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work?

Answer:

Answer: Artificial intelligence (AI) is a branch of computer science focused on the development of computer programs and machines to solve complex problems by simulating behaviors associated with intelligent beings. Specific capabilities include learning, reasoning, problem-solving and self-correction. Machine learning is a method of data analysis that uses statistical algorithms to detect patterns and predict future outcomes without explicit programming. When the application ingests new data, it assimilates the information to “learn” and iteratively adapt its actions. For example, machine learning enables intelligent virtual agent (IVA) applications to further refine answers to common questions as they are exposed to more data or as they “learn” customer preferences. Machine learning enhances IVA interactions by accessing knowledge bases, other data repositories and third-party sources to locate and retrieve the most appropriate resource material to provide to a prospect or customer, or to answer questions.

Artificial intelligence is a game-changer for contact centers and back-office departments. Enhancing real-world and tribal knowledge with the intelligence of big data and automation is a powerful combination for service organizations. Given the complexity of most contact centers, it’s next to impossible for agents to remember everything necessary to handle diverse inquiries. One customer may ask a basic question, while another transaction may require the agent to access 10 different systems and perform mathematical calculations. In both cases, AI can improve the customer and agent experience while substantially reducing the time it takes to locate answers and fully resolve an inquiry during the first touch.

Artificial intelligence is a game-changer for contact centers and back-office departments. Enhancing real-world and tribal knowledge with the intelligence of big data and automation is a powerful combination for service organizations. Given the complexity of most contact centers, it’s next to impossible for agents to remember everything necessary to handle diverse inquiries. One customer may ask a basic question, while another transaction may require the agent to access 10 different systems and perform mathematical calculations. In both cases, automation can improve the customer and agent experience while substantially reducing the time it takes to locate answers and fully resolve an inquiry during the first touch. This is the kind of service that leaves both the agent and customer feeling satisfied – the agent knows they did the best job possible, and it’s great for the customer because the agent made the interaction easy and quickly provided the right answer.