8×8 Call Center Automation: How Does It Work?

Everyone has experienced some kind of frustration with call centers — long wait times, endless handovers, and unintelligent interactive voice response (IVR) systems. The level of customer service that these call centers provide is laughable, but it is now far past being a mere joke — it is an issue that needs to be addressed. To make matters worse, the current business climate is pushing enterprises to meet rising customer demands for top-tier service experiences. Aisera’s Conversational AI, RPA, and IVR provide intelligent AI solutions to 8×8 call center automation to proactively eliminate long user wait times, disruptions, and incompetent IVR systems to improve customer satisfaction and boost call center productivity.

8x8 call center automation

“Developing a reputation for consistently delivering reliable services and delivering a differentiated customer experience can help suppliers maintain and grow a CCaaS business ahead of the competition. This is especially important as customers commit to a strategic CCaaS provider for multiple regions, but still expect to be supported in a timely fashion by a local support organization.” – Gartner 2020

To gain insight into 8×8 Call Center Automation, here’s what you need to know:

  • How does it work?
  • What are Conversational AI, RPA, and IVR?
  • How do these technologies fuel 8×8 Call Center Automation?
  • What are the capabilities?

How Does 8x8 Call Center Automation Work?

Leveraging Aisera’s Conversational IVR, 8×8 automates call center operations and delivers a streamlined customer experience to the processes. How does it all work? First, you have to understand the underlying technologies behind it all: Conversational AI, Conversational RPA, and Conversational IVR.

Conversational AI

Conversational AI is an advanced technology that provides personalized, user-relevant conversational experiences on voice, chat, and text by leveraging other technologies such as Natural Language Understanding (NLU) and Natural Language Processing (NLP). What does this mean? Conversational AI can understand human language and derive context, allowing it to identify, make sense of, and process a wide range of utterances and phrases it encounters. This capability is what makes intelligent automation so successful – Conversational AI’s ability to understand natural human language to have more compelling, immersive, and engaging experiences.

Conversational RPA

Conversational RPA is the next component that allows 8×8 Call Center Automation to resolve high call volumes and reduce user wait times. Conversational RPA automates existing workflows with contextual awareness, enabling task-oriented user requests to be resolved autonomously with conversational dialogues. By auto-generating conversations and fulfilling workflows, Conversational RPA addresses tickets and requests from users, freeing up time for call center agents to spend on high-priority tasks.

Conversational IVR

Conversational IVR provides incredible user experiences. Customers can interact with or initiate conversations with these automated systems and receive the help they need, when they need it. This advanced solution is also flexible. By integrating with existing ticketing, knowledge, and back-office enterprise systems, the intelligent capabilities of Conversational IVR span multiple systems in a single enterprise. Conversational IVR also utilizes voice, chat, and text capabilities of Conversational AI to truly understand human language and process incoming calls.

8×8 Call Center Automation leverages these three technologies to bring the best call resolutions to support both customers and call center agents. Conversational AI makes sure that incoming calls are accurately understood and converts dialogue into readable text for Conversational RPA. Conversational RPA then utilizes that text to begin the automatic resolution process for these incoming requests and also sends the conversational text to call center agents when needed. When Conversational IVR utilizes both these technologies, it is able to address calls and requests at incredible rates, often without needing to escalate to a live agent. But that’s not everything – 8×8 Call Center Automation has other capabilities that demonstrate the power of Aisera’s AI solutions.

Capabilities of 8x8 Call Center Automation

Tailored workflows: Workflows are the backbone of all automated operations for call centers. Workflows rely on predefined paths and routes to guide the specific processes down the line and to fulfillment. Traditional workflows are typically rigid, narrow, and wind up routing tickets to a human agent instead. Aisera has a built-in, no-code workflow studio that allows enterprises to create and customize their own workflows easily. The level of flexibility and personalization that enterprises can get when creating workflows allows them to cover a wide range of workflows to suit their every need. Through Aisera’s AI, call resolutions are made quickly and efficiently, reducing wait times and frustration to improve customer experiences drastically.

Continuous AI Learning: What makes Aisera’s AI great is its ability to learn in real-time from multiple industry verticals autonomously. Aisera’s AI comes out-of-the-box with 5B+ intents and 1T+ phrases that allow for quick deployment and fast results. Why is this important? Continuous AI learning means that your AI solution becomes more effective and intelligent the more data it ingests, so you won’t have to worry about obsolescence.

Real-time Analytics: 8×8 Call Center Automation is strapped with Aisera’s AI analytics, providing detailed reports and KPIs for every call center interaction. Aisera’s analytics also helps with discovering actionable insights to reduce gaps and improve overall performance.

Deep Insights: With access to comprehensive and meaningful data, organizations can better understand call center performances and identify critical areas for improvement. They are subsequently able to leverage those insights to coach agents and improve the overall customer experience.

24/7 Support: Around-the-clock support is an integral part of call center operations. Aisera’s AI solutions support both customers and agents at any time of the day, boosting customer retention and agent productivity across the board.

Why Aisera?

Aisera is the world’s leading AI Service Management solution provider that leverages proprietary NLU and NLP technology for Conversational AI, Conversational RPA, and Conversational IVR. By deploying Aisera’s AI solutions, 8×8 Call Center Automation drives higher customer satisfaction and retention like never before. Aisera’s easy no-code solutions open the doors for offering the best-in-class end-to-end customer and employee experiences. Request a demo with Aisera today to learn more about how your enterprise can dramatically improve customer experience and agent productivity.

Additional Resources

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