Call Center Automation: The Future of Customer Service Experience

How is working from home pushing Call Center Automation? To reduce the risk of employees contracting Covid-19 call centers are limiting the occupancy of its sites and allowing call center agents to work from home. By allowing employees to work from their home offices, issues such as data security, power outages, and poor internet services are of great concern. To resolve such concerns Teleperformance moved forward to expand its office to meet social distancing needs but this requires a lot of investment and time to virtually train new hires and employees (Bloomberg).

call center automation

Instead of expanding central office locations a more economic method would be to leverage cloud-native AI service management platforms for call center automation to improve customer experience.

Why should call centers switch from onsite to Call Center Automation?

Scalability using Conversational IVRs: With an increase in call volumes and limited agents in call centers, agents may become overwhelmed and burn out increasing employee turnover rates driving up corporate costs. We are innovating to address these needs by having call centers leverage conversational IVRs to resolve the tedious and repetitive service requests more quickly with effective and fast self-serving automation. The streamlined end-to-end user process from engagement to resolution with integrations of ticketing systems like Salesforce, BMC, Zendesk, and ServiceNow helps to boost agent productivity. Without tedious tasks like inputting customer data, agents can focus on the major things like customer experience.

Flexibility with Using AI Chatbot: Unlike live agents that would either need to be onsite at the call center or remotely logged into the organization’s platform, AI Agents can chat from anywhere. Available 24/7/365 the AI Agents are always active offering call centers great flexibility.

Call Center Automation Improves Customer Satisfaction: Frustrated with navigating through long menus with limited options customers become impatient asking to speak to an agent before realizing they are caller 20 and sitting in lengthy wait times. Conversational IVRs offer faster resolutions, personalized responses, and effective self-service meets and exceeds customer expectations.

Mobility: Accessible from anywhere as long as there is an internet connection, agents are able to work remotely. Having a virtual team decreases costs for extra office space. Also, in unforeseeable events such as COVID-19, this is major as stay at home orders are in place.

Easy Implementation: Installing cloud-native call center software is fast and easy with little impact on your IT organization. An out-of-the-box platform can be implemented within one day. This saves call centers time and money from training, purchasing agent phones, and updating hardware when the team scales-up or down.

Security & Privacy: Cloud-technologies such as AWS, offer high levels of security as it is their duty to be ahead of security threats, thus keeping customer sensitive information such as banking, credit, and health information safe.

Aisera’s AI Service Management solutions offer call centers an out-of-the-box conversational platform combining Conversational AI & RPA to deliver a seamless and excellent customer service experience at all times. With omnichannel communication and knowledgeable agents, your Call Center will be automated and efficient.

Additional Resources

conversational rpa