How to automate call-centers

30 May, 2023

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Компании, которые уже автоматизировали колл-центры

The efficient operation of a contact center directly impacts sales growth. A well-organized call center can increase sales by up to 50%. Automation helps to reduce routine tasks and manage a surge in inquiries at a steady pace. Let’s look at the current trends and which companies have already automated their call centers.

About the call-centers

Call centers refer to those groups of employees or departments within a company that handle voice communications. These are traditional customer support departments or call centers.

Customers expect businesses to be available to them 24/7. As a result, employees have to handle millions of calls. Operators often deal with repetitive requests, similar questions, or make calls following a script. It’s a monotonous and strenuous job, leading to burnout.

Conversational AI is continually evolving as a convenient optimization tool: voice interfaces reduce the burden on humans and automate repetitive actions.

In just a decade, voice systems have evolved from recognizing words to understanding conversational speech and facilitating dialogues. Bots have grown into a complex ecosystem. AI has incorporated several different components:

voice biometrics;
scenario manager;
speech recognition and synthesis;
Big Data;
NLU (Natural Language Understanding);
telephony;
knowledge base

When handling a customer’s call, the voice assistant instantly connects to big data, from which it retrieves information about customer inquiries and purchases, and starts communicating in a personalized manner. In this way, bots can operate in any business sector.

Voice bots have revolutionized the ways of communicating with customers. Whether reaching out to a bank, getting insurance, or ordering pizza, the customer interacts with AI systems. The number of “live” operators is gradually decreasing. The system switches from a robot to a human only in extreme cases.

Intelligent Automation: Features

Intelligent automation is used to relieve call center employees and to handle a larger number of inquiries. This includes various IVR voice menus, virtual call queues, online answers to customer questions, automatic bots, and even voice robots that can construct flexible dialogues, addressing questions and objections.

With the development of social networks and messengers, corresponding with customers has become relevant. Now, operators have to manage both voice and chat communications. Intelligent automation tools allow:

reduce routine actions;
address missed calls;
distribute calls efficiently;
optimize the group’s performance.

Now, a customer can make a call, or send a message in the website chat or in WhatsApp. It’s also crucial to respond promptly and not miss an inquiry. AI automation and omnichannel service help address this effectively.