Technology is everywhere, affecting everything. Intelligent technology, however, is possibly having the biggest impact of all. This type of tech ranges from machine learning to automated computing. Artificial intelligence is helping medical workers predict patient results, while face recognition keeps your smartphone secure.

One area that intelligent technology can have a huge impact on is the world of business – specifically, on call centers. It can be a great way to improve operations, making things easier for both staff and customers.

You could be just setting up a call center, or maybe you’ve been in the industry for years. Wherever you are in your journey, there are many ways that intelligent technology can make life easier all around.

It’s Better For Customers

Customers are at the heart of any call center. Maybe you run an advice center where people phone up to ask, “how can I share my screen with my workmates?” and “I’m locked out of my account – help!” Perhaps you’re part of a small phone sales team that sells IT solutions. Whatever the reason customers are calling, they want a smooth and positive interaction with you.

Using artificial intelligence (AI) can speed up and improve the overall customer experience. This is done by cutting wait times by providing alternative contact solutions such as using automated tracking or giving instant account access. So, say for example a customer phones up a call center and wants to find out where their parcel is. They can simply enter a tracking code and the automated intelligent tech can locate the parcel. By doing this, a person won’t have to wait for an available agent. Furthermore, if they still need to talk to an advisor, AI will have done half the work already!

Adding to this, implementing intelligent technology into a customer call means that callers can be directed effectively, increasing first call resolution rates and customer satisfaction.

Let’s say you work for a company that deals with virtual phone systems. A client phones up and wants to know about Grasshopper competitors. Being put straight through to a worker who can offer tech advice, rather than a random member of the sales team, will keep the customer happy.

Reducing things like waiting times creates higher levels of sales engagement. Customers won’t have been on hold for (what feels like) hours on end, and won’t feel frustrated when they actually get through to someone. Adding AI to the service also allows calls to feel more personalized and offers faster solutions.

The Quality Of The Call Is Improved

After speaking to clients, information can then be taken from these phone calls and fed back into the data systems. Machine learning can then use this information to improve on any future calls. Using tech in this way makes a creative and innovative business that results in a great customer experience

Collecting customer data gives AI the means to gather data, track metrics, and provide information. This can help prepare teams for peak times, learn about commonly asked questions, and provide a personalized service based on a caller’s past interactions. What’s more, is that after the customer call, automated emails can be sent to assist further with any enquiries.

For those agents that phone out to contact clients, intelligent tech can come in handy to create leads and build sales. It can help qualify leads based on past interactions, as well as make this information available anywhere via a secure cloud.

Intelligent Technology Works Alongside People

There has always been a fear that developing AI will reduce the amount of jobs available and increase unemployment. But actually, AI is designed to help humans, rather than hinder them. Using AI in call centers doesn’t just make things better for the customers, it makes things better for the worker too.

We touched on this earlier, but some key advantages for workers include:

  • Automation puts customers on hold less, leading to lower customer frustration.
  • Operators can specialize in certain areas, leading to increased knowledge and a higher level of engagement.
  • Data analysis ensures teams are more prepared for peak times.

These benefits mean staff are much more likely to feel valued in their jobs. This can lead to better performance levels and a lower turnover rate.

In a world of cybersecurity worries and tech fear, customers still prefer to speak to an actual human – especially for more complex questions. Whilst intelligent technology can provide information, it can’t provide empathy. By using a combination of AI for speed and efficiency, and your staff for that emotional intelligence, you can create a seamless, positive interaction.

Imagine a customer calls, wanting to know the best way to send files securely. An automated response might be able to read out a list of instructions, but it can’t take the time to listen to the problems the caller is having. Intelligent technology can help callers with simple problems off the line, allowing your team to spend more time on those who need a personal touch.

What next?

Using intelligent technology is an excellent way to give customers a smoother journey at the same time as making life easier for staff too. Perhaps most importantly, however, it brings call centers into the modern age and makes them a part of something brilliant.

For example, implementing speech recognition makes it easier for people with different accents to get what they want. Using automated responses means if a customer phones up about edtech tools but can’t get through, they will get a response and won’t be left in the dark in the middle of running a class. Even adding biometrics to services gives customers quick access to an account without having to go through a long wait and speak to an advisor.

Intelligent technology is a great way to attract and keep customers, as well as reduce the bad reputation that call centers can have. Why not have a team meeting and talk to your staff to see the areas they think intelligent tech might help with their work?