How To Select AI Technology For Contact Centers

Vulnerability Assessment

Make sure your AI technology is reliable

As mentioned earlier, there are many different types of artificial intelligence (AI) that contact centers use to perform tasks. While some seem like they would make sense to implement, most do not work as well as people assume.

Contact center agents spend a significant amount of time talking with customers so it makes sense to have an automated service that helps them manage calls or messages more quickly. A tool that uses machine learning can learn from past interactions to accomplish this!

However, even though these applications may claim to be using advanced AI, they may not be completely trustworthy. There have been reports of such software crashing down at crucial times, requiring human intervention.

It is important to research any new technology before investing in it. Read reviews and speak with others who have used the product before to get insights. You want to be confident that you will still have a job should something go wrong.

Make sure it’s scalable

As mentioned earlier, as contact center technology evolves, so does how agents are trained with it. There have been a few trends in the past few years. Now, there is talk of agentless or chatbot-based agents!

Agentless agents use software that communicates directly with companies’ systems to fulfill customer requests. These agents are not paid employees but instead earn rewards through engagement and interactions with customers.

There are many ways to launch an agentless program including using Amazon Alexa, Google Assistant, or Microsoft Cortana. All of these can be integrated into one platform which makes switching fast and easy.

The most important thing to know about agentless agents is that they need to be incentivized properly to stay engaged and working.

Agents who work for large call centers may feel overwhelmed by the number of tasks they have to do, making them sometimes put off doing their job well. If you hire agency workers, make sure to give them adequate time to perform their jobs effectively.

Scalability also matters since any downtime due to system errors or failures will hurt your business. An experienced provider can tell you whether an agentless solution is ready for production use.

Unfortunately, finding professional Wikipedia consultant help can cost quite a bit of money depending on what services you want to be upgraded or replaced.

Make sure it’s secure

Recent developments in artificial intelligence have brought us some incredible technology that can automate or improve the performance of various tasks, such as chatbots and computer programs designed to make recommendations.

However, many people are concerned about the security implications of this new tech. After all, these systems will be exposed to the internet!

Luckily, there are several ways you can choose to implement AI into your contact center without using insecure technologies. You can use third-party applications, homegrown solutions, or even create your own at home!

This article will talk more about how to select AI for contact centers while also discussing why choosing an encrypted connection is important when working with AI. So sit tight and read on!

Make sure it’s compatible with your present technology

Choosing an artificial intelligence (AI) software solution for your contact center is definitely not as easy as picking something random! Before making the switch, make sure you have all of the tools you need completely covered.

You don’t want to be investing in the latest and greatest that doesn’t work when you actually put it into use. This article will talk about some important things to consider before choosing where to invest your money.

Ask how the provider will test it

As mentioned before, there are many different software solutions that can be used as an automation tool in your contact center. Most of these solutions have you create a script or program to handle calls, messages, or transactions. Some focus more on social media interactions while others focus more on live chats.

Some require additional equipment or expensive licenses to run effectively so make sure you ask about both pre-installation testing and trial runs before buying. The providers may also offer free trials which are always helpful to determine effectiveness.

There are several types of AIs out there! What matters most is what type of customer service job functions you want the system to do and how well those jobs perform their function under stress. For example, if your job is to take orders, then making decisions like whether to sell a product or not should be able to execute quickly without too much input from other areas.

If your job is to answer questions about products, then knowing when to shift topics and being able to backtrack easily is important. If your job is to talk people into buying, then having a good sense of timing and psychology is crucial.

You don’t want the chatbot to break down because it ran out of resources during this critical phase!

Ask how they will teach it

If you are looking into ways to improve your call center’s performance, then there is one thing you must ask yourself first!

Will these programs be able to teach this software to someone who does not have our exact level of experience? This could mean that even if you trained a person with AIs for three years, they would still need to learn how to use this new technology once again.

This could very well put off people from using the tool because they cannot guarantee success in teaching the software to others. There may also be issues with licensing or availability depending on what type of AI program you choose.

There are many different types of conversational agents (CCAs) out there such as Amazon Alexa, Apple Siri, and Google Assistant. Each has its own unique features and settings which can make integrating them easier or more difficult. Some require frequent manual checks while others work automatically at night or during vacations.

These things should be considered before making the final choice.

Ask what their tech support is like

When looking into which AI technology to use in your call center, make sure you ask them about their Tech Support. Does it exist as a real person that people can talk to? Or are they automated with an app or software program?

There’s a reason why most big companies have a way for customers to contact them via phone numbers or chat platforms. It works!

Most of these companies have trained a worker to answer the technical questions of the product so users are able to speak directly to someone who knows the products well. This takes away some of the stress because there’s less unknown jargon being used.

And while having an internal Chat tool does help reduce calls due to faster response times, using another service or platform allows more exposure for your company and gives others access to the same tools you do!

Ask what their customer service is like

Recent developments in artificial intelligence (AI) have made it possible to automate some of the tasks that human agents perform. These so-called “chatbot” technologies can now handle certain types of conversations, leaving humans to deal with more complex issues or ones that require a higher degree of precision.

With chatbots comes the question of how well they understand natural language. Some claim that they have this ability already, but few sources take the time to clearly explain why this is not true.

The reason most often given is that chatbots use statistical algorithms to determine whether something makes sense in context. This algorithm uses logic and math to make assumptions about the nature of the conversation; it does not actually listen to you as a person.

This should be concerning since we are talking about potentially intelligent systems that will one day oversee our healthcare, finance, and other important areas. They will make decisions that affect us, and there are no checks and balances in place to ensure that they do not hurt us or misuse information that they gather.

Does the provider offer a warranty?

Warranty is one of the most important features to look into when selecting an AI technology for your contact center. What kind of warranty does the company provide? Is it limited to just software, or do they have phone applications as well?

Most vendors will boast about their products having the best accuracy possible but few include information on how accurate their product really is. This can be misleading since many times these companies don’t test their own software on different genders, ages, heights, weights, etc. so you get poor results because of this.

There are some vendors that will release research reports which highlight the differences in performance by gender, race, and other factors, but this is very rare. A good way to verify if a vendor has done this is to see if there are any user manuals or documents available online. If there are, then those should mention whether or not the app has data privacy policies as well.

You might also like our TUTEZONE section which contains exclusive tutorials on how you can make your life simpler using technology.

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About the Author: Ranjit Ranjan

More than 13 years of experience in web development projects in countries such as US, UK and India. Blogger by passion and SEO expert by profession.