Customers will want to get quick and helpful answers when they call your business. For example, they may want to know about an order, a technical issue, or a payment. If they have to wait and repeat their issue multiple times it can become frustrating.
From a business perspective, it can be hard to manage when you get a high number of calls. Your support team may be very busy, have repeated issues, and may miss calls due to a lack of staff. AI powered call centre automation can help.
AI call centre systems use a range of technologies such as speech recognition, natural language processing and machine learning. They can help automate common queries, route the call correctly, and assist human agents.
However, it does not mean that businesses don’t need any human call centre agents. Often it is best to use AI for the right routine tasks, and leave the complex, judgemental, and personal calls to humans.
What is AI Powered Call Centre Automation?
AI powered call centre automation uses artificial intelligence to help manage various aspects of your customer telephone support.
Traditionally call centres will use humans to answer, gather information, answer questions and route customers to the correct department. Automated phone menus can route calls however customers may need to listen to a list of options.
AI powered systems can help make this more flexible. Some systems will be able to understand what the customer is asking and answer accordingly.
For example, if a customer calls an online store to ask about their order an AI voice assistant can ask for their order details. This will then search for any related order information and tell them the updates. If they have an issue with their delivery not arriving they can route the call to a human.
Businesses such as those in banking, healthcare administration, retail, travel and telecommunications may use these solutions.
How does AI Call Centre Automation Work?
AI call centre automation uses a range of technologies to help understand what the customer is asking for and carry out the right tasks.
Below is an example of how a typical call may work.
Understanding the Customer’s Voice
Speech recognition technology will convert the customers voice to text.
For example, the customer says:
For example, a customer might say, "I want to know when my package will arrive."
The system will understand the words and prepare to process the request.
Identifying the Customer’s Request
Natural language processing will help the AI understand what the customer is asking.
It can understand why they are calling such as;
- Checking an order.
- Billing questions.
- Password reset.
- Technical issues.
- Appointment requests.
The system will then choose the correct response or action based on the information available and permissions.
Finding Information & Answering
The AI system may be integrated with a database, CRM, orders or knowledge base.
This means it can search for the correct information.
For example, if the customer asks about their payment they may receive an answer based on the billing system.
Completing Simple Tasks
Some AI call centre solutions can do more than just answer questions. They can complete authorised tasks.
Depending on the system and integrations this can include;
- Booking or amending appointments.
- Sending confirmation messages.
- Updating customer information.
- Creating support tickets.
- Checking order details.
- Routing to the correct department.
Routing Complex Calls to Humans
Not all customer issues can be automated.
If the system cannot understand what they are asking, doesn’t have the information, or needs human support it should have an easy way to route to an agent.
Having a good handover will mean the information gathered will be passed onto the agent so the customer does not have to repeat themselves.
Key Benefits of AI Powered Call Centre Automation
Using AI automation can help businesses better manage their calls. This will depend on how good the system, integrations and how it is used.
Quick Response to Common Queries
Customers often call businesses to ask simple questions such as opening times, payment options, delivery updates or appointments.
Using an AI voice assistant will mean the right questions can be answered quickly.
This can help reduce delays for simple queries and make support available during busy periods.
Reduce Workload for Call Centre Agents
Humans may spend a lot of their time answering repetitive questions.
Using AI can help reduce this, allowing agents to spend more time helping with more complex issues.
For example, an AI system may answer simple billing queries whilst an agent helps with a disputed charge.
Improved Call Routing
Routing customers to the wrong department can cause delays for both the customer and employees.
Using AI to route calls can help find the right team or agent based on what the customer is asking.
For example, if a customer calls about a technical issue they can be routed to technical support rather than sales.
Automated Support Outside Working Hours
Some AI call centre systems can provide automated support 24/7.
This can help businesses answer simple queries when there are no humans available to help. However, it is important to let customers know what is automated and when they can talk to an agent.
Consistent Customer Support
AI systems can use authorised company information and guidelines to answer common queries.
This can help businesses provide consistent answers. However, the information will need to be reviewed and updated. If the knowledge base is not up to date this can cause incorrect answers.
Improved Call Centre Management
AI can help managers to see trends in calls, common issues and where improvements can be made within the support team.
Depending on the software, reports can show how many calls there are, common queries, waiting times and customer feedback.
These can help businesses make better decisions regarding staffing.
Common Uses of AI Within a Call Centre
AI powered call centre automation can help with a range of tasks.
Answering Common Questions
Businesses can use AI voice assistants to answer common questions about products, services, pricing, opening times and policies.
This is great if customers are asking the same questions.
Booking Appointments
Healthcare practices, repair companies, salons and other businesses that use appointments can use automated systems to help customers book or confirm appointments.
Some systems can also send reminders or allow customers to amend existing bookings.
Order & Delivery Updates
Retail and e-commerce businesses often get lots of calls relating to orders. Using an AI system that is integrated with an order management platform can help customers check the status of their order, delivery and basic returns information.
Billing & Payment Queries
AI assistants can help customers understand basic billing information, where to pay and where to find their invoice.
Sensitivity around financial actions should have the right security checks in place and options to speak to an agent.
Technical Support
AI systems can help guide customers through simple troubleshooting.
For example, if a customer is having login issues they can be guided through how to reset their password. More complex technical issues can be routed to a specialist.
Customer Feedback
Once the customer has had support they may be asked for feedback via an automated system.
Businesses can use this to see what common issues there are and where improvements can be made within their customer service.
Key Features to Look For in AI Call Centre Software
Not all AI call centre platforms will have the same features. It is important to understand what features are available that fit your support needs.
Natural Language Understanding
The system should understand what the customer is saying. It should not just rely on specific commands.
It should understand different ways of asking the same questions.
Speech Recognition & Voice Response
Speech recognition will allow the software to process the request. AI voice technology can then provide a voice response.
Make sure the system can understand different accents, speeds and background noises.
Intelligent Routing
The platform should be able to understand why the customer is calling and route to the correct department/agent.
There should be an easy option to route to an agent if the system cannot route.
CRM & Business Integrations
Being integrated with CRM and other business software can help the AI understand the right information about the customer.
If there are not the right integrations in place the system may just provide generic answers.
Human Routing
Customers should be able to talk to an agent if needed.
The system should provide useful information from the conversation so they don’t have to repeat themselves.
Reports & Call Analytics
Reports can help managers understand how many calls there are, common queries, what customers are concerned about and how well the support is going.
This can help businesses see where the automation is working well.
Security & Privacy
Call centres may have personal, financial or sensitive information.
Ensure you understand who will have access to this information, how it will be stored, recorded and what security measures the provider has in place. You should also consider any privacy and data protection requirements.
How to Implement AI Powered Call Centre Automation
You don’t need to completely change how you run your customer support to use AI. Start small and test the technology.
Identify Common Questions
Start by identifying any common questions that customers ask.
Look for simple requests that follow a set process such as opening times, order tracking or appointment confirmation.
These are often a good place to start.
Choose the Right AI Call Centre Software
Research the different platforms and decide which one fits your requirements.
Look for features such as speech recognition, routing, CRM integration, reports, security and human routing.
A small business may want something simple to answer questions whereas a larger contact centre may want something more advanced.
Prepare Accurate Business Information
AI systems will need accurate information to answer questions. Create a knowledge base with;
- Product & Service Information.
- Pricing & Payments.
- Opening Times & Contact Details.
- Returns & Cancellations.
- Common Questions & Approved Answers.
- Guidelines for common issues.
Regularly review this to ensure you aren’t providing out of date answers.
Start with a Few Tasks
Don’t try to automate all of your calls. Start with a few low risk tasks such as answering simple questions or checking appointments.
Test the system with realistic questions.
Train Humans
Ensure your support team understand how the AI works and when to route.
They should also understand how to review automated interactions, correct any errors and report any issues.
Monitor & Improve
Once you have implemented the system, regularly monitor how well it is working.
Check;
- Are customers getting accurate answers?
- How often are they being routed to an agent?
- Are there any questions the AI can’t understand?
- Can customers easily get to an agent?
- Is the call handling becoming more efficient?
Use this to improve the system.
Limitations of AI Call Centre Automation
Whilst AI can help improve customer support there are some limitations.
May Not Understand the Customers Request
Speech recognition may not work well with background noise, unclear speech or unfamiliar accents. The AI may not understand what the customer is asking if they have multiple issues to explain.
Ensure you offer an easy way for customers to ask their question again or speak to an agent.
Emotional or Complex Issues
Some customers may be calling due to frustration, concern or a serious issue.
This may not be suitable to answer with an automated response. It is best to have humans to provide a personal touch.
Data Privacy & Security Risks
AI call centre systems may process personal information and recordings. Ensure you understand how the provider collects, stores, uses and secures this information. Only authorised people should have access.
Costs
AI call centre software may come with subscription costs, integration costs, training and maintenance.
The cost will depend on the provider, features, number of calls and complexity.
Compare the overall cost and what issues you want to solve.
Relies on Accurate Information
An AI assistant is only as good as the information and systems it has access to. If the knowledge base has incorrect information or the integration isn’t working customers may not get good answers. Regular testing and maintenance will be needed.
FAQs
1. What is AI Powered Call Centre Automation?
AI powered call centre automation uses artificial intelligence to answer common questions, understand voice requests, route calls and help customers complete simple actions. It can also help humans with information and call management.
2. Can AI Replace Call Centre Agents?
No. AI can help with the right routine tasks however complex, emotional, sensitive and judgemental calls should still be completed by humans. Many businesses will benefit from using AI alongside humans.
3. How does an AI Voice Assistant Work?
An AI voice assistant will use speech recognition to understand what the customer is saying. Once understood it will process the request, find the right information and provide a voice response or complete an authorised task. If needed it will route to an agent.
4. Can Small Businesses Use AI Call Centre Software?
Yes. Small businesses may use AI call centre software to answer common questions, manage incoming calls, book appointments and provide basic out of hours support. The right solution will depend on how many calls you get, your budget and support needs.
5. Is AI Call Centre Automation Expensive?
This will depend on the provider. The cost will depend on the features, how much you use it, integrations and how complex it is to set up. Compare the subscription and extra costs. Starting with a small automation project can help you see the value.
6. How can I Improve AI Call Centre?
Use accurate information, test Common Questions
Customers ask, review the outcome of calls, update your knowledge base and provide an effective human routing. Regularly monitor to see any errors and improvements.
Conclusion
AI powered call centre automation can help businesses manage customer calls, answer common questions, route requests and help humans. It can also provide basic customer support out of hours.
To successfully automate you will need accurate information, the right integrations, strong privacy and a clear process for routing to humans.
Start with simple tasks, test with real customer needs and improve over time. Using AI alongside humans will help create an organised and helpful customer support experience.
