AI-fueled call centers

With advances in AI technology, call centers, call center managers and call center agents can access features that improve customer satisfaction. Ultimately, AI is a powerful new line of defense against customer churn. AI-powered call centers can offer better services, deliver exceptional customer experiences, help analyze customer interactions and provide real-time insights.

AI-powered chatbots and virtual agents, for example, expand customer self-service capabilities, especially for routine activities and inquiries. This gives agents more time and attention for complex problems that require specialized expertise and customer interaction.

In addition, AI technology is revolutionizing internal processes and impacting virtually all CX-related activities. Call center decision makers are using the technology for:

Improving the training of agents

Analyze 100% of interactions between customers and agents using natural language processing

Uncovering new trends in customer sentiment and emotion through sentiment analysis

Optimization of employee rosters to ensure that employees with the right skills are available to meet demand

Freeing up managers to focus on strategic CX issues rather than administrative tasks

Predictive routing

Since the 1990s, call centers have been using skills-based routing - a method of assigning a customer profile to an agent who has the right skills, e.g. product knowledge. Today, AI takes this concept one step further with predictive behavioral routing. AI call centers can match callers with customer profiles and route calls to the agents most likely to be able to help, improving customer interaction.

AI planning

Scheduling is a data-intensive, variable-dependent task. Few commercial call centers can afford a dedicated scheduling staff with the expertise to effectively manage schedule creation. However, optimized schedules are key to maximizing the customer experience. An optimized schedule ensures that the right agents handle all customer inquiries on a consistent basis.

Why not streamline scheduling with AI? Scheduling is complex; why not simplify it? Eleveo's AI-driven Auto Scheduling tool can create an optimized schedule with just the touch of a button. AI technology improves agent efficiency and ensures agent availability as needed.

AI analytics

AI generates comprehensive statistics on critical CX-related metrics, such as average handle time, first call resolution and more. AI tools can now determine whether customers are having pleasant or negative experiences. Eleveo's artificial intelligence platform and analytics tools turn raw data into valuable information. This enables managers to identify areas for improvement and enhance call center operations.

Deeper insight into Eleveo's AI-powered auto scheduling tool

With the Elevēo tool, you can simulate and test schedules that reflect three important factors influencing the final schedule. Those are: Forecasts, break optimization and channel optimization.

You can also set times for training and meetings or let the scheduling engine determine the best times for these activities. Regardless, the ability to set your scheduling priorities will improve the customer experience AND the agent experience. It will also align those priorities with the organization's SLAs. AI can make scheduling more efficient and effective, improving call center operations.

Eleveo engineers developed the scheduling tool on our proprietary AI platform, which utilizes Google OR-Tools. Google OR-Tools won four gold medals at the MiniZinc Challenge 2021, the international constraint programming competition.

Eleveo integrates these constraints into our Auto Scheduling tool. We specify these constraints in shift templates and forecasts as well. Examples are:

With a single keystroke, Eleveo Auto Scheduling tests and learns from thousands of data permutations every second. Managers can use time previously spent creating schedules for value-add activities, such as coaching. AI can also help reduce waiting times and improve overall operational efficiency.

Our Real-Time Adherence tool automatically alerts managers when an agent deviates from their plan. The tool provides better real-time visibility into attrition. Managers can quickly act to reduce the impact on the customer experience.

Deeper insight into Eleveo's auto quality management/speech analysis tool

This powerful tool allows supervisors to evaluate 100% of contact center calls for compliance, customer satisfaction, agent training and legal protection. The ability to derive actionable insights from every customer/agent interaction helps supervisors proactively identify trends and evaluate processes and agent performance. AI can help identify areas for improvement and improve call quality.

Each interaction is evaluated based on key parameters defined by the manager, such as

Using these and other parameters, our automated tools provide managers with unprecedented insight into agent and contact center effectiveness. Contact centers fulfill their core mission - delivering the best possible customer experience. AI solutions can provide a wealth of information to improve customer interactions.

When an agent fails, Eleveo Auto QM helps answer the question "Why?" in a systematic, data-driven way. This opens the door to proactive problem solving and effective agent training.

AI Call Center

AI-fueled call centers

AI call center with Eleveo

Predictive routing

AI planning

AI analytics

Emotional intelligence AI

AI call center with Eleveo

Deeper insight into Eleveo's AI-powered auto scheduling tool

Break frequency and duration

Working hours and duration of shifts

Vacation

Unplanned events, such as sick days

Demand forecasts

Channel assignments (voice, chat, e-mail)

Deeper insight into Eleveo's auto quality management/speech analysis tool

Emotions among agents and customers

Keywords and expressions

Interruptions

Crosstalk and silence

Duration of the call

Improve your CSAT through the use of AI and automation. To get started today, click here to request a free demo.

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