Using AI to help Call Centres

A weekly review of news articles that discusses using AI to help Call Centres

20 May 2019

This week we are going to see what AI really changes in the contact center and how AI practically starts with agent assistance

AI should be used as an assistive tool in companies. CIO’s should be careful with this new technology they hope to use. Many companies have adopted AI to provide excellent customer service. Breaking down the information and analysing each part of the information is done by AI in call centers where the vast amount of data is collected. Before we discuss about deploying chatbots, it is noteworthy that the rich information that exists in conversations could be mined and analysed.

Many call centers monitor the calls made by the customers and categorize accordingly. It is estimated that a 5% reduction in call silence saves approximately $331250 annually. This also increases the efficiency by 1% and reduced call volume by 1%. Kyle Carter, director of compliance for Axcess Financial, is quoted as saying. “We felt our agent scorecards were accurate, but we really couldn’t identify trends because we were scoring so few contacts. Anything we saw was considered anecdotal.” AI is a tool to make agents in the call centers look smarter, more efficient and satisfy the customer. Customer experience is a key factor of the survival of a business.

A few years ago many have predicted that customer experience would became a top-level differentiator between companies by 2020.

The CIOs have to improve contact centres using new technology because the contact centres are the first point of communication between a customer and a company. If you have any trouble with booking airlines ticket you can chat with airlines help with your flight or if you have any trouble with credit card contact bank helplines.

Artificial Intelligence has now aligned with call centres to help better customer experience. They contain a large amount of data which is connected by artificial intelligence. This changes the way customers approach these companies.

AI has been used as virtual agents which in theory disguises as a real person. There were many demonstrations for these virtual agents mainly by Google Next 2018. All artificial intelligence are designed to attend the customers queries. If a poorly designed chatbot often spews out unnecessary recommendations, then there is a risk of a potential customer being turned away.

Many modernized contact centres have AI based call routing capabilities which assist the companies with planning calls to customers. After AI suggests relevant solutions to the customers’ problems, and the customer does not want to take it then the call may be routed to a human agent.

This method ensures that the human agents are used optimally.

AI is revolutionary only if it creates something impossible. Such as, callers communicating with bots, virtual agents and communication between speakers translating back and forth. They have the potential to change the world.

AI has the ability to breakdown and analyse each information generated by the call centers. This valuable information is analysed carefully by AI without ever noticed by the customers. The only thing ever notices by the customers is a better service.

CallMiner’s leading edge software on AI and call centres describes how AI’s ability to process the orders of magnitude fundamentally changes the understanding of contact center leaders on their systems and agents.

Many call centers monitor the calls made by the customers, listens to them to categorize available speech and records about 1% to 3%. Speech Analytics automates and enables the businessman to monitor, transcribe, categorise tag, etc.

A human supervisor is needed to analyse what they hear in a call but they don’t get enough information on what’s today’s trend from significant calls. Silence should be avoided as much as possible in the calls. Silence mostly features when there is a dispute between the customer and agent with a significant loss of time.

A company has calculated that reducing 5% silence saves an amount of  $331250 in annual saving. This also reduces labour cost by 1%.

The 1% of customers remaining silent in calls maybe due to a network error or that the enterprise is making a bill or responding to an inquiry. These examples aren’t about changing anything fundamental about the media or the modes in which customer service is delivered. They’re just about making the whole process work better, faster, and cheaper.

That’s all for the week. We’d love to hear your thoughts on these articles and anything else data related! Email us at