AI has emerged as the most transformational technology in the customer service sector today. Not only can call centers reduce operational costs and boost agent efficiency with AI, the technology yields actionable analytics and unprecedented insights, which, in turn, help the call center personalize the customer experience. Continue reading to learn how Eleveo expertly deploys AI in call centers.
With advancements in Artificial Intelligence (A.I), call centers have developed new capabilities to enhance the customer experience. For example, AI-powered chatbots have revolutionized the customer service industry and are responsible for handling a large number of customer requests in real-time. This frees live agents to spend more time and attention on more complex issues requiring specialized expertise and customer interaction.
The primary reason for investing in AI has shifted over the last several years from cost reduction to the client experience; however, relatively few call centers have taken full advantage of its capabilities. That’s changing. Adoption rates have skyrocketed within a few years, due mainly to the COVID-19 outbreak, which has forced many call centers to re-evaluate their approach and favor remote work. There's little chance AI Contact Centers will return to pre-pandemic conditions. A recent MarketsandMarkets study predicts that the AI call center market could reach $2.8 billion by 2024.
AI automates once-prohibitively complex, time-consuming computational activities, providing solutions in minutes or seconds instead of hours or days – and it performs those activities far better than human beings can.
Scheduling is a data-heavy, variable-driven exercise, and few, if any, commercial call centers can afford a dedicated scheduling staff with the expertise to effectively manage schedule creation. But, optimized schedules are key to maximizing the customer experience. Only with an optimized schedule can a call center ensure all customer inquiries are dealt with by the appropriate agent(s) on a consistent basis, and in a timely manner.
Why not streamline scheduling with an AI call center? It's complex; why not simplify it?
Since the 1990's, call centers have used skills-based routing - a way to match a customer profile with an agent who has the right skills, like product knowledge. AI takes this concept a step further today with predictive behavioral routing. AI call centers can match callers with customer profiles, which can route calls to agents who are most likely to be able to help.
Streamline the forecasting and scheduling process by eliminating unnecessary complexity. After defining your constraints, you can use Eleveo's Artificial Intelligence to create a schedule with the touch of a computer key.
AI provides comprehensive statistics on call time, first resolution, and much more. AI tools can now determine whether consumers are having pleasant or negative experiences. With Eleveo's artificial intelligence platform and analytics tools, transform raw data into valuable intelligence.
In order to analyze customer feelings, the use of emotional intelligence is vital for call centers. AI can be trained in various linguistic and cultural settings, so it can be used in countries with a wide variety of cultures. Eleveo's advanced speech analytics, transcription and emotion detection elevates businesses by measuring customer engagement and mobilizing agents where they need to be.
Eleveo’s integrated suite of software applications enables thousands of companies worldwide to optimize the way their call centers operate. AI and Automation take optimization to a new level.
AI-Powered Auto Scheduling & Real-Time Adherence
The Elevēo tool enables you to simulate and test schedules reflecting three of the most important factors influencing what your ultimate schedule will look like: forecasts, break optimization and channel optimization.
Additionally, you can specify times for training and meetings, or you can let the scheduling engine determine the best times for these activities. Regardless, the ability to set your scheduling priorities will improve the agent experience while helping you balance that experience with other organizational objectives, such as SLAs.
Eleveo engineers built the auto scheduling tool on our proprietary AI platform, ELIS, which utilizes Google OR-Tools as the AI engine. Google OR-Tools won four gold medals in the 2021 MiniZinc Challenge, the international constraint programming competition.
Those constraints are built into Eleveo Auto Scheduling and specified in shift templates and forecasts. Examples are:
With a single keystroke, Eleveo Auto Scheduling tests thousands of data permutations every second – and learns - until it finds the best possible schedule. Managers will be free to devote time previously spent creating schedules to value-add activities, like agent coaching and other quality improvements.
Our Real-Time Adherence tool then automatically alerts managers if an agent departs from their schedule. The tool provides greater, real-time visibility into shrinkage, allowing you to take fast action to reduce impact on the customer experience.
Auto Quality Management with Speech Analytics
This powerful tool enables 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 trending issues and evaluate processes and agent performance.
Each interaction is scored, based on critical manager-defined parameters, such as:
Using those parameters and others, our automated tools provide managers with unprecedented insights into how effectively individual agents and the contact center as a whole are performing their core mission – delivering the best customer experience possible.
When an agent falls short, Eleveo Auto QM helps answer the question “Why?” in a systematic, data-driven way, opening the door to proactive problem resolution and effective agent training.
Elevate your CSAT by leveraging AI and automation. To get started today, click here to request a free demo.