Customer Service: Role of AI in Contact Centers

AI in Contact Centers

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Customer service has always been an important part of any business. With the ever-increasing automation of processes, it has become even more vital. This is a trend that will likely continue to grow as AI in Contact Centers becomes a larger part and online interactions become commonplace.

However, in recent years, it has been felt more and more through technology rather than human interaction. The implications this will have on the future of customer service are very intriguing indeed.

Automation and the ever-increasing need for technology in all businesses have dramatically increased the impact that AI will have on it. The automation service operations are already being felt by call center managers of all types, but what goals will it help them achieve?

A discussion of such a topic leads to thousands of questions, and nowhere more than within the industry. Many contact center managers are still skeptical about AI’s potential benefits in their businesses. However, there is no questioning the fact that this trend will continue to grow over time.

In many ways, AI is an enabler, helping contact centers become more efficient. Ultimately, the goal of any business is to provide the best possible service to customers. Contact centers are no exception. It is important that managers understand how their businesses can benefit from AI and take steps now to make it happen.

AI in Customer Service Today:

AI has been around for a long time, but it has changed significantly since its advent four decades ago. Today’s AI platforms provide data-driven recommendations based on user behavior to enhance customer experience and improve overall performance.

AI is a trend that has both good and bad aspects. On the positive side, AI represents a step-change in customer support that can only bring benefits for contact centers and other businesses that rely on it. On the downside, it can also bring detrimental effects to businesses, especially those who are unprepared for the changes that AI will bring.

Reasons Why Contact Centers Will Benefit from AI:

The automation of contact centers through technology such as artificial intelligence has brought great benefits to businesses throughout history. One reason why contact centers will benefit in particular from AI is because they rely on automation much more than other industries. In fact, more than 50% of multichannel contact center jobs can be automated using data analytics.

With the rapid development of artificial intelligence transforming how consumers and businesses interact with one another, it’s clear that technical innovation is fundamentally changing the customer experience.

Contact Center Trends 2023

The below trends are playing a significant role in call center customer service operations. They are:

  1. Virtual reality and augmented reality
  2. Data security and privacy
  3. Real-time analytics
  4. Omnichannel customer engagement
  5. Remote works and hybrid models

These trends reflect the evolving nature of customer expectations and the rapid advancement of technology. The trends stay competitive and deliver outstanding service in 2023 and beyond.

Contact Center Automation:

The role of Service Automation in contact centers has never been bigger.  At the beginning of 2018, there were more than 3 million contact center jobs available in the U.S. and Europe, with an expected growth of 15% by the year 2020. This is a huge market for contact center automation providers who offer software that will deliver highly-skilled agents to your organization, without any upfront costs or commitments.

Learn More about Predicting the Future of Contact Centers: Trends

The truth is, that customer service is changing rapidly as businesses learn that investing in people can be more costly than machines. With the use of AI-driven automation, businesses can offer round-the-clock service while freeing up agents for other high-value work. And customers are the big winners because they get a better experience.

Customer Experience Is Everything:

It doesn’t matter if you’re an established brand or a start-up company, your customers expect more than just getting their issues resolved. Nearly half of all customers say they would switch companies if another provider promised to solve their problem quickly and with better personal service.  In fact, 84% of consumers are willing to pay more for a better customer experience.

With the right technology, contact center automation providers can provide a personalized experience for your customers that will help them answer their calls in less time, and with higher efficiency. So they’ll have more time to talk with you about their next product or service purchase.  And that’s the biggest reason for your success as a company.

Here Are Some Key Aspects Of The Role Of AI In Contact Centers:

Automated Customer Support:

AI-powered systems are now handling essentially all aspects of the sales process, to the extent that emails and phone calls can be handled by a machine.

It is also in customer centers that AI will be used to automate repetitive and mundane tasks that humans find stressful or tedious. These automated tasks include:

Virtual Assistants:

The interactive system that interacts like humans is called a virtual assistant or personal digital assistant. This in AI customer services is being active in the customer support by delivering the services actively.

They can answer basic questions about products, help you schedule appointments, help check your email, make travel arrangements, and recommend articles for you to read online.

Customer Service Rep:

To be effective, AI-powered systems need to continuously learn about their customers’ needs or profiles of the customer. These would include things such as the client’s preferred communication channel, language and cultural preferences, time zone or location. In addition to this, they need to learn about the company’s sales strategy and business goals so that they can be better able to tailor their solutions according to these needs.

24/7 Availability:

AI-powered chatbots can provide live assistance 24/7, allowing customers to contact a customer service rep whenever they need help. Intelligent chatbots can adjust their behavior to meet the demands of every customer who approaches them in real-time.

Reestablish Customer Satisfaction:

Chatbots are also a good first impression for new customers, who may decide to purchase a product based on the friendliness they received from a chatbot.

Lower Costs:

Chatbots can eliminate the need for agents between individual consultations, which frees up time for human agents to handle more complex issues. They are being in use as advice sources by consumers rather than just as a resource for product information by businesses.

Better Customer Relations:

Chatbots can provide a personalized experience that tailors information to each customer’s preferences and habits, increasing customer satisfaction.

Quick Responses:

Chatbots can answer questions immediately, rather than waiting for a human agent to become available.

Better Service for High-Volume Customers:

Chatbots are able to manage high-volume consumer support inquiries without fatigue, allowing companies to support a higher volume of low-complexity service requests from high-volume customers.

99% Accuracy:

The chatbots have been shown to achieve accuracy rates as high as 99%. In addition, their speed and performance allow them to work with the same accuracy even as the Internet grows and traffic increases.

Increased Cost Efficiency:

Artificial intelligence chatbots not only provide excellent service in terms of speed and accuracy but also help businesses improve cost efficiency.

Rise of AI-Focused Chatbots:

As it becomes increasingly complex and more sophisticated, the need for chatbots to be able to handle these tasks increases.

Enterprise Customer Support:

With AI-powered assistants providing an automated experience for inbound calls, outbound calls, and email inquiries, contact centers are now able to focus on more complex interactions requiring a human touch. These interactions include:

Employee Engagement and Customer Satisfaction:

The use of AI-powered systems can result in increased employee productivity and customer satisfaction. This is particularly true when the system is able to collect and analyze detailed data and feedback, which it shares with managers so that they are able to take action more quickly. This can help employees to be more effective, resulting in positive customer experiences which increases the likelihood of bringing repeat business for the company.


Artificial Intelligence has been playing an increasingly significant role in contact centers’ customer service operations. Through AI, contact centers can offer better services and higher customer satisfaction.

Contact centers are in a competitive race to provide the best customer experience. Contact center executives want their sales staff to feel less stressed out by automated systems that handle routine inquiries. They also want their customers to have access to the right support at the right time and be able to get in touch with a real person if they need help; which is an ongoing challenge as contact volumes soar and more customers need assistance 24/7.

Published: September 15th, 2023