3 Things To Consider When Using AI in Your Contact Center

Brian Reijngoud, VP of Sales

Today’s connected customer journey demands more than just average customer service. The focus is shifting towards high-quality, personalized, and efficient customer service.

Artificial intelligence (AI) is rapidly becoming an integral part of contact centers around the world to help meet these demands. However, implementing AI in your contact center requires some human know-how and common sense for best results.

Here are three crucial things to consider for an effective AI-powered customer service operation.

1. Defining the role of AI: enhancing Agent Assist and customer service

The first question you should be asking is, "What is Agent Assist?" Agent Assist is an AI-powered tool that provides real-time guidance to customer service representatives during live interactions. The real-time artificial intelligence analyzes customer conversations and provides suggestions to agents, allowing them to deliver quick and accurate responses.

When considering implementing AI, it's crucial to define its role and how it will work alongside your human agents. It is not about replacing the human touch in customer service, but enhancing it. 

Tip: Don’t forget to think human.

Overall, your AI should provide agent assist functionality, improve customer service satisfaction, and equip your agents with the right information at the right time.

2. Implementing conversation intelligence and generative AI

The second aspect to consider when integrating AI into your contact center is the adoption of conversation intelligence. This technology uses machine learning models to analyze customer interactions and draw meaningful insights from them.

"What is a machine learning model?"

Simply put, machine learning is a type of AI that provides systems the ability to learn and improve from experience without being explicitly programmed. These models analyze data, learn from it, and then apply what they've learned to make informed decisions.

Generative AI, another form of AI, can generate new, unique responses rather than relying on predefined responses. This technology can take conversation intelligence a step further by not just analyzing and learning from past interactions but also predicting and creating future responses, leading to even more personalized customer experiences.

3. Understand the impact of AI on agent performance and satisfaction

The final aspect to consider when implementing AI in your contact center is the effect on workflow automation and agent happiness.

Workflow automation, powered by AI, can reduce manual tasks and improve efficiency, which leads to increased agent satisfaction. Happy agents are more likely to deliver a higher level of customer service, which in turn improves customer service satisfaction. They’re also more likely to stick around, reducing agent turnover.

However, the introduction of AI into the contact center also requires careful management to ensure it doesn’t become a source of stress or confusion for your agents.

Training programs and transparency about the role AI will play can help to reduce potential concerns and increase agents' comfort with these new tools. Again, think human.

AI is here to help (not replace) your customer service team

It’s amazing what AI can do, and it’s getting better all the time. But AI works best in the hands of skilled people who understand how to leverage AI to empower their work and free up time for uniquely human tasks.

At Deepdesk, we specialize in offering AI-powered contact center solutions that improve customer interactions, streamline workflows, and level-up the service your agents can provide. Contact us today to learn more about how our solutions can transform your contact center operations.

Happy agents, better conversations

Increase NPS, without the cost: Deepdesk's AI technology helps customer support agents to have more fulfilling customer conversations.