Imagine your contact center running like a well-oiled machine, where every task flows smoothly and no call or email gets lost in the shuffle. That’s the kind of difference AI can make.
And it’s not about replacing your team — it’s about lightening their workload so they can focus on supporting customers. Let’s dive into why integrating AI into your contact center is a smart and sensible move that just makes sense.
Many contact centers are already seeing the following benefits:
High contact center throughput
Traditionally, if a customer calls the support center, they’re directed to an agent who’s free to take a call. This means as your call volume increases, customers deal with longer wait times and agents feel the pressure to wrap up their calls faster.
With AI, you can route these calls more efficiently. These tools analyze the entire journey and agents get the context they need before actually speaking to the customers. For example, agents can see which web pages customers visited or if they have any tickets logged.
It also reduces workload when it’s plugged into an interactive voice response (IVR) system. Customers can choose available self-support options first. If none of those work for them, they get routed to a live agent.
Consistent quality control for reps
Managers feel the pressure to ensure their direct reports are giving it their all, but most agents feel like their managers are breathing down their necks — constantly monitoring each move. Using AI to monitor 100% of these calls in real-time takes the pressure off everyone, since managers know they can review any call at any time and agents don’t feel the physical presence of their manager hovering over them while they work.
Plus, AI can evaluate these calls for factors like:
- Agent tone
- Customer sentiment
- Language use
- Adherence to scripts
- Problem-solving effectiveness
These tools also offer immediate, objective feedback and allow for real-time course correction for better outcomes.
Reduce operational costs
The new CX organization is going to be lean and effective. According to Zendesk, AI will resolve 80% of interactions. This means agents can focus on more complex issues that require critical thinking and empathy.
You won't need to hire large teams anymore. AI will handle the bulk of routine tasks. For example, instead of taking notes manually, agents can use a call summarization or meeting transcription tool to do the heavy lifting for them. It gives them their time and focus back.
“Call summarization is the hot ticket add-on for contact centers in 2024: interest is high, and sales are significant,” says Max Ball, principal analyst at Forrester. “This is a great first step into the genAI waters for any customer service team — especially as it doesn’t require significant operational changes in the contact center. Allowing a computer to easily and effectively handle tasks that millions of agents dislike will save brands billions of dollars annually and result in more useful call summaries.”
High employee satisfaction rates
When you automate routine tasks, AI reduces the cognitive load on agents. Nobody wants to take notes and talk to customers and spend hours digging through shared drives to find what they want.
The job is hard as it is. If a tool helps get them halfway there, they’re more likely to feel like they have work-life balance and stay longer.
Plus, if AI tools help keep them up-to-date on internal strategy and product launches while conducting objective performance evaluations, you’ll have happier and satisfied employees.
Source: McKinsey
Alt text: Data showing how competitor recruitment is the main reason agents leave contact centers
Improved customer satisfaction
AI tools also help agents provide faster service as these models are trained on internal documentation. Instead of wasting time finding that one PDF in a three-year-old folder, agents can use AI to surface the content faster.
Also, tools like chatbots or AI assistants handle simple queries instantly, reducing wait times and freeing up human agents for more complex issues.
But the real value of AI tools for contact centers and their customer satisfaction ratings is the on-demand, interactive training they provide agents who can’t get the same level of attention from their managers or traditional onboarding programs.
Ready to make the upgrade?
From helping your team respond faster to giving customers a smoother experience, AI can make a real difference in your contact center. And you don’t need to overhaul everything to see the benefits. With the right tools, you can start small and build from there. It’s a change that makes sense for your team, your customers, and your bottom line.
