Essential Automation Strategies for Contact Centers

Omnichannel Integration | 2 minute read

Is your contact center staying on top of advancements in AI and automation? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways.

  • New KPIs offer next-level insights into operations.
  • Real-time agent assist helps agents understand customers’ emotions.
  • Chatbots and call-backs create rewarding self-service experiences for customers.

You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. Our new tip sheet offers three strategies to future-proof your operations and help you get the most out of these powerful new software tools.

We’ll walk you through the tools, explaining what they do and the results you can expect. We also provide technical tips about deployment and maintenance.

What is Automation?

A bit of background is a great place to start. Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. If it’s deployed correctly, automation should significantly reduce the need for human intervention or oversight in your business.

Common Types of Call Center Automation Include

Robotic process automation (RPA)

Robotic Process Automation, or RPA, can perform simple tasks that typically make for a lot of agent busywork. These tasks include data entry, order processing, and remote agent monitoring, where a computer scans for internet outages or other workflow interruptions. Typically, these tasks are easy to program, freeing up agents to focus on work that benefits from the human touch.

Machine learning

This type of automation is usually coupled with an AI application. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. It helps you streamline your operations and maximize efficiency.

AI and natural language processing (NLP)

NLP and AI are intelligent technologies that can analyze conversations in real time, and offer feedback, or even suggest specific scripting to agents to help them resolve a customer’s problem.

The suggestions are based on the customer’s sentiment, which the software understands by listening to specific language used, tone of voice, gaps in the conversation and more.

Tech Talk

Call Center as a Service (CCaaS) software often comes pre-loaded with extra features, including AI and automation tools. But your package may not have the solution you need, or the solution provided may not be as effective as you would like. Look for specialized software like Fonolo’s suite of robust call-back solutions, including Web Call-Backs and Scheduled Call-Backs.

All software should:

  • Deploy quickly and scale easily.
  • Integrate seamlessly with existing software.
  • Be secure and compliant with regulations.

IBM estimates that 80% of customer questions can be effectively answered by chatbots.

Strategy #1 Empower Customers with Rewarding Self-Service

Customers love self-service. And automation tools make sure these interactions are productive and personalized. Self-service tools include:

  1. Chatbots to answer basic customer questions and direct callers to live agents if needed.
  2. Predictive call routing connects the customer with the agent best-suited to their needs, using AI-generated behavior profiles.
  3. Scheduled Call-Backs keeps customers off hold during busy times and lets them book a time to receive a call-back that works for them – and you! It also works to connect digital or online customers with the voice channel. 

It’s 100% free, we promise!

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How to Buy Call Center Software
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How to Buy Contact Center Software

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