What is Artificial Intelligence (AI)?

Artificial intelligence (AI) is a branch of technology broadly described as enabling software to carry out tasks in a way that we would consider “smart”. AI focuses on developing solutions that mimic human intelligence so they can, for instance, make decisions, recognize speech, plan, adapt to circumstances, make predictions, and solve problems. Machine learning (ML) is a branch of AI, based on the idea that systems can learn from data, identify patterns and make decisions with minimal human intervention.

Artificial intelligence (AI) in contact centers

As artificial intelligence (AI) is the basis for various emerging technologies, its application in contact centers is still new and evolving. However, there are already several examples of how it can reduce operational cost, personalize the customer experience, increase agent efficiency, and provide more actionable analysis.

- Chatbots - Maybe the most visible use of artificial intelligence in the customer service process, chatbots greet customers who choose to chat online with a business, collect some background information, and try to solve the customer's issue. AI chatbots are good at solving simple problems, but more complicated issues still need an agent's touch. The AI chatbot will pass along the information it collected to make the transition to a human agent as seamless as possible and to boost agent efficiency.

- More intelligent routing - AI takes the ACD's intelligent routing and makes it even smarter. Contact centers can route inquiries based on additional criteria such as customer personality and information gleaned from previous contacts. Matching a customer with the right agent at the right time can do a lot to improve the customer experience.

- Insightful analysis - Artificial intelligence can also elevate analysis and provide business leaders with information they can act upon. For example, using AI-powered analysis, businesses can analyze customer behavior, identify those at risk of churning, and reach out to them with a compelling, personalized offer.

Although it is rapidly developing, artificial intelligence has already made an impact in the contact center. Forward-thinking businesses are regularly considering how best to incorporate the latest AI into their service models.