How Artificial Intelligence Works in Call Center Software


Artificial Intelligence is changing call center software in different yet subtle ways. There is no doubt that today’s AI powered contact center solutions are miles ahead of the previous generation ones and deliver a delightful customer experience while making life easy for agents. 



Language barriers 
In the current context call centers must have agents and capabilities to tackle customers from any part of the world. It is no secret that language is a great hurdle. A caller may speak in a language that the agent is not familiar with. This naturally leads to frustration for the caller. Enter AI and the scenario changes. Hodusoft call center software is AI powered with multi-lingual capabilities. The caller speaks in one language and it is translated to the language the call center agent is fluent in, either on the screen or real time voice translation. Going a step further, artificial intelligence can even sense the caller’s mood and prompts the agent so that he can adopt a proper approach. 



AI bots 
You can see chat bots popping up on websites. AI infused bots are smarter, can actually carry on a conversation instead of text chat and can intelligently respond to queries from customers. This means agents do not need to intervene at an early stage and customers can get answers to most queries with the help of these smart bots. 



IVR
IVR, from the customer’s perspective, is a pain. Transform IVR with a dose of artificial intelligence as can be seen in Hodusoft’s call center software and the customer experience changes. This type of CC software can identify callers and their location and present smart options based on past records and, it also has multilingual capability. Instead of a frustrating journey, the customer travels down a delightful self-service road. 



Intelligent call distribution and routing 
Artificial intelligence makes a world of difference in intelligent call distribution to evenly distribute work loads between agents. At the same time, it handles skill based mapping more intelligently with constant monitoring. ML elements helps the software to keep learning and refine these two features. Agent performance improves dramatically and so does their level of job satisfaction which, in turn, motivates them to do better. 



Intelligent lead capture 
IVRs, call center software and CRM work in combination to capture leads in a routine way but there is a delay and that means customers may go elsewhere. Imagine AI powered software that not only alerts sales people but urges them to prioritize certain leads. Not only this but consider social media integrated call center software that has artificial intelligence to keep a watch and raise an alert for an agent to swoop down on a prospective customer on any channel. 



Intelligent Campaigns
If that is not enough, artificial intelligence also makes its way to the campaign part. Instead of following a set logic, artificial intelligence works almost like the human mind does in initiating call at the right time, detecting human voice at the other end, guessing at the mood and taking things further. 



Intelligent analytics
Call center operators may have standard data analytics but intelligent analytics actually presents suggestions on what they should do in various case scenarios. 



Hodusoft call center software has a lot going on behind the scenes and it is evolving all the time. The hosted package means customers seamlessly enjoy such upgrades as they are made. 

Source: https://hodusoftsite.wordpress.com/2019/08/21/how-artificial-intelligence-works-in-call-center-software/

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