How modern technologies are changing the contact center sector?

Piotr Kempa (Head of AI Division):

Modern tools for optimising call center services in recent years are increasingly based on artificial intelligence technologies. In case of Voice Contact Center, voicebot technologies have recently found great application. They allow us to optimize the work of our call center to a large extent by automating repetitive and uncomplicated processes previously handled by consultants. Thanks to such support our consultants are able to devote more attention to more complex processes. By using our Primebot technology, we can significantly speed up customer service and thus ensure the best customer experience.

Recently it has become possible to create bots that understand a wide range of human speech. This makes it possible to provide a lot of information at the same time and to conduct a conversation in a non-linear manner, i.e. outside the accepted scenarios. This is due to the development of machine learning technology for working with free language (Natural Language Understanding). Only a few years ago, voicebot technology aroused considerable distrust among callers. This was often due to contact with bots that were not very intelligent and required specific key words. Thanks to significant advances in artificial intelligence, more and more interlocutors are willing to do their business with a bot. Bots increasingly allow us to have a casual, natural conversation and get things done quickly, at any time of day or night and without waiting for a connection.

Karolina Kania (Senior Project Manager):

The continuous development of technology, including artificial intelligence, opens up new possibilities in the area of tools and systems dedicated to CC. Our daily work today consists of such elements as omnichannel, Click2Contact, social media, CRM, knowledge bases, reports, dashboards, etc. However, AI technology gives us the opportunity to use the information contained in millions of customer interactions more effectively – almost in real time. Modern tools allow, among other things, to generate one-off reports (Ad Hoc Qery), provide contextual data as well as behavioural analyses. Speech Analytics solutions allow to see more clearly than ever the essence of contact centre units as data-driven sources so valuable for e.g. marketing, management or CC operations themselves.

Speech analytics tools supported by artificial intelligence technology are also evolving. Today, they allow for both contextual analysis and emotion recognition and analysis. It has become possible to fully monitor huge amounts of data from all interactions and contact channels also in real time. This data, now collected in such an easy way, allows for significant optimisation of decision-making and operational processes. Among other things, we can track leading query topics in real time, study customer and agent sentiment and fully monitor the service process. Semantic, contextual and audio analysis and the resulting benefits take the quality of customer service and support for CC specialists to a whole new level. Intelligent assistants – bots – will take care of both our customers and consultants – providing them with contextual information about the customer and contact history, as well as giving them tips during the conversation.

The article was published in Gazeta Finansowa