How Generative AI Improves Call Center Automation

Generative AI is rapidly improving call center automation.

This article explains generative AI, what call center automation typically do, and how generative AI improves call center automation.

Generative AI: An Overview

Generative AI is a brand new field of artificial intelligence. It finds patterns in data and creates new content. This AI is great at making data and content that looks like the original.

Regular AI mostly analyses data, but generative AI can create new content, like text and images. The rise of generative AI has started a new era in content creation.

Generative AI systems can do many things, like write articles, make music, create images, and produce videos.

Generative AI is reshaping content generation, leading to a surge in AI-created content across various mediums. It's also reshaping customer service and call center automation.

Exploring Current Call Center Automation Software

Call center automation technology help call centers handle everyday, repetitive tasks. This reduces or even eliminates the need for people to do these tasks.

Call center automation solutions can take the repetitive, manual work off your agents' shoulders. This can make you and your agents more efficient and productive.

Here are some significant call center automation solutions.

Interactive Voice Response (IVR) Systems

IVR systems directing calls and help customers retrieve basic information. IVR systems can handle lots of calls, but they're less capable at providing personalized customer support.

Chatbots

Early chatbots provided a text-based interface for customer interaction. They are easier to use than IVR systems but could only handle simple questions, not complex ones.

Automated Ticketing Systems

Automated ticketing systems automatically manage customer service inquiries.

These systems encourage customers to self serve. They  automatically creating tickets for issues and route these incidents to the right person or the right team.

Automated ticketing systems collect information about a case so support teams can manage every ticket in one accessible platform.

How Generative AI Transforms Call Centers

Generative AI is changing call centers in many areas, like hotels, finance, healthcare, and online shopping. It also helps in IT and HR support within companies.

Generative AI can handle tasks before, during, and after a customer speaks with a customer support agent.

Before the Phone Call

Even before a customer connects with a live agent, they can interact with a generative AI chatbot. This chatbot can understand complex questions and generate highly relevant responses.

The chatbot be a text-based chatbot a business's website, and the chatbot could escalate to live agents via live chat window. The chatbot could also escalate to live agents by asking customers for a call-back number.

A generative AI chatbot could also have actual voice-to-voice conversations with customers.

While Speaking with Human Agents

Generative AI can help with the customer support experience while the customer is speaking with an agent.

A generative AI chatbot like Gleen AI can deployed in agent assist mode.

Voice-to-text chatbots can automatically transcribe customer questions into the chatbot.  Agents can manually enter customer questions or their own questions into the chatbot.

The generative AI chatbot can search the customer support knowledge base and generate a highly relevant and accurate response.

The agent can then review the response, modify it as need be, and communicate the response to the customer.

After Speaking with an Agent

After the customer has finished speaking with an agent, generative AI still plays a role.

For example, a generative AI chatbot can conduct customer satisfaction surveys at the end of the call. It an also help write follow-up communications to a customer.

A generative AI chatbot can also interact with the customer at a later date.

With CRM or help desk integration, the chatbot can personalize the interaction and ask follow-up questions.

The Benefits of Generative AI in Call Center Automation

Call center automation with generative AI provides better levels of customer support.

Here’s how generative AI is transforming call centers:

Automated Customer Service

Generative AI lets businesses automate customer service by combining advanced machine learning and natural language processing. This leads to fast, personalized responses and frees up customer support teams for more important tasks.

Gleen AI, for example, can understand highly complex customer questions and formulate relavant answers from support documents. It can also escalate questions to the right departments, making automated customer service more efficient.

Improved Customer Satisfaction and Loyalty

Businesses using generative AI for call center automation can accelerate response time and mean time to resolution.

Giving quick, right-on-target, and personalized help helps businesses build stronger bonds with their customers. Satisfied customers are likelier to keep using a company’s services and recommend them to others.

Increased Team Productivity

Agents need to find information quickly.

Instrumenting your support knowledge base with a generative AI chatbot like Gleen AI can speed up access to information.

For example, a support agent might need more information.  Historically, the agent would enter the search term into a search box, and 20 different documents might appear.  The agent must check many search results, choose the best one, and then tell the customer the answer.

With a generative AI chatbot like Gleen AI, the agent would enter the question into the chatbot.  The chatbot would search thru the knowledge base a generate the most relevant answer.

More Personalization

Generative AI chatbots like Gleen AI can tailor chats to each customer.

Instead of giving everyone the same answers, the can look at each customer's details to provide specific responses. This makes customers feel more valued and improves their experience.

More Focus

Generative AI chatbots are great at handling first line support. This lets agents focus on more complex issues, which helps them work better and make fewer mistakes.

Helping Agents Do Their Best

Generative AI chatbots also help call center agents improve their work. It can provide them with relevant information faster, helping them handle calls better.

Plus, it offers tips to agents while they’re on calls, helping them give the best service possible.

Final Thoughts

Generative AI, especially solutions like Gleen AI, is rapidly changing automation in call centers by enhancing customer interactions and operational efficiency.

Generative AI offers personalized service, improves agent performance, and reduces costs, setting a new standard in customer support.

Embracing generative AI is crucial for businesses aiming to excel in modern customer service.

Get a demo of Gleen AI today, or create a generative AI chatbot for free with Gleen AI.