Ofer Ronen, co-founder and CEO of Tomato.ai, explains how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry.
Artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry. While the technology is not new, more companies are viewing it as critical to their long-term success. An AI-based call center, particularly one with voice generator solutions, can improve the customer experience, reduce agent churn, and boost company sales and savings. Let’s explore eight benefits of using artificial intelligence and machine learning in call centers.
1. Makes Offshore Call Center Agents Easier to Understand
Many offshore agents speak with accents that can make them hard to understand. Training reps to minimize their accents can be expensive and time consuming. Enter Tomato.ai, the first company to develop real-time accent softening that retains the agent’s own voice. The technology can improve agent performance and customer satisfaction, and in turn, boost sales and agent retention.
2. Better Call Routing
Artificial intelligence and customer service automation can expedite the process of determining the proper agent to which a call should be assigned. Contemporary call center software with smart call routing processes employs self-learning algorithms to accommodate customer personality models, behavioral data, call histories, and more.
3. More Insight into Customer Needs
Artificial intelligence can also generate detailed behavioral customer information profiles and make them available to company agents. Agents can use this information to anticipate customer needs and shift approaches where required.
4. Permits Real-Time Response Suggestions
While artificial intelligence may not produce perfect responses for every predicament, it can help representatives respond to a broad range of scenarios. For example, some intelligent technologies can provide real-time feedback about the flow of conversations with customers. Others can explore knowledge bases to find answers to vexing questions for which agents may otherwise be ill prepared to handle.
5. Acts to Safeguard Company Standards
Some companies employ artificial intelligence to ensure conversations with call center customers adhere to internal standards. The technology can also alert supervisors when interactions diverge from these standards, requiring intervention or follow up.
6. Promotes Self Service
AI is no substitute for human beings. However, the technology can typically handle simple, routine questions and requests, freeing agents to attend to more complicated calls. In the near future, AI is expected to allow even greater self-service automation.
7. Automates Repetitive Tasks
Many call center requests are fairly repetitive or mundane. Often, customers just want orders tracked, balances checked, or passwords reset. Leveraging artificial intelligence can provide swifter, more efficient service while circumventing repetitiveness agents would otherwise endure.
8. Can Help Brands Provide Consistency
In a poll, some 47% of GenZ members said they would drop a brand after a single negative customer service encounter. Thus, every interaction counts, as people increasingly seek consistent and personalized experiences. AI can help companies provide dependable experiences for all types of interactions.
The Takeaway
Artificial intelligence solutions can improve call centers’ efficiency, as well as customer and agent satisfaction. They can also enhance the quality of customer interactions, gather valuable data and generate predictive analytics.
About the Author
Ofer Ronen is the CEO of Tomato.ai, whose solution softens the accent heard on calls using GenAI. He previously led Contact Center AI work at Google. In addition, he sold 2 startup to Google and 1 to IAC, he mentors entrepreneurship students at Stanford, and occasionally invests in startups.
