What is Artificial Intelligence (AI)?

Artificial intelligence (AI) is a branch of technology broadly described as the concept of software being able to carry out tasks in a way that we would consider “smart”. AI focuses on developing computers that can mimic human intelligence so they can, for instance, make decisions, recognize speech, plan, adapt to circumstances, make predictions, and solve problems. Machine Learning (ML) is a branch of AI, based on the idea that systems can learn from data, identify patterns and make decisions with minimal human intervention.

Artificial intelligence (AI) in contact centers

Artificial intelligence (AI) is a branch of emerging technologies, and its application in contact centers is still new and evolving. However, there are some promising examples of how it can reduce operational cost, personalize the customer experience, increase agent efficiency, and provide more actionable analysis.

- Chatbots - chatbots may be the most visible use of artificial intelligence (AI) in the customer service process. When customers choose to chat online with a business, chatbots greet them, collect some background information, and try to solve the customer's issue. AI chatbots are good at solving very simple problems, but the more complicated issues still need an agent's touch. The AI chatbot will pass along the information it collected to make the transition as seamless as possible and to boost agent efficiency.

- More intelligent routing - artificial intelligence (AI) takes the intelligent routing the ACD performs and makes it even smarter. Now contact centers can route inquiries based on additional criteria, such as customer personality and information gleaned from previous contacts. Matching a customer with the right agent at the right time can do a lot to improve the customer experience.

- Insightful analysis - artificial intelligence (AI) can also elevate analysis and provide business leaders with information they can act upon. For example, using AI powered analysis, businesses can analyze customer behavior, identify ones who are at risk of churning, and reach out to them with a compelling, personalized offer.

Although it's in its early stages, artificial intelligence (AI) shows promise in the contact center. Forward-thinking businesses are already planning about how to incorporate AI into their service models.

How NICE inContact can help

NICE inContact CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.

CXone is the most complete, unified and intelligent cloud CX platform for staying one step ahead, with ‘smart’ capabilities end-to-end for infusing AI and automation across the platform, agent experience, and the customer journey.

CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions. CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.

CXone Automation and Artificial Intelligence streamlines service delivery, providing fast resolution of customer issues and eliminating mundane tasks, releasing you from busy work that inhibits innovation. With automatic completion of routine customer interactions and after-contact work, you’re free to make the decisions that lead to better service and business outcomes. Stop wasting time on low-level tasks that don’t impact your contact center goals. Give your team the freedom to focus on what really matters—an exceptional customer experience.


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