What is AI Call Centre Software?

The AI revolution is here, and it’s here to stay. If you’re wanting to stay ahead of the market, then now is the time to invest in AI software. With AI being readily available, it is vital that investment is made – the tools can advance all aspects of your business including; sales, customer service and compliance.  

 A recent benchmarking report found that 73% of respondents were looking to invest in AI software in the near future. Can you afford to be left behind? 

AI software works in many ways in the contact centre. Have you ever spoken to a financial provider who then reads out a list of terms and conditions before finalising an over-the-phone contract? This is for legal and compliance reasons and is where Speech Analytics comes in to ensure that the customer service representative has read out exactly what is required. Industry governing bodies can request access to your compliance records and proving that you are monitoring 100% of calls is a fantastic way of proving that your contact centre is running with compliance at the forefront. We know that not every business is the same which is why our AI Speech Analytics is completely tailored for you. You decide the key phrases, the negative keywords and the positive phrases that you wish to be highlighted and therefore what the follow-up action is. 

What about the industries that wish to use proactive outreach to target new and potentially existing clients? Outbound dialling via an AI-driven dialler is a very efficient way of contacting customers for better conversations. Our AI-driven algorithm will monitor the best times for recalls, when to call leads based on history and how to work proficiently to ensure more conversations, with fewer attempts, to provide a better experience for all involved. With the algorithm continuously learning, you can be assured that your dialler strategies will continually be refined.  

“Isn’t AI supposed to remove agents?” This is a question that we get asked all of the time. Whilst we don’t believe that there will be a time with no agents, we do believe in using Virtual Agents with Conversational AI to remove the burden of enquiries that agents need to deal with; leaving them with the time and resources to deal with the higher value, and often more complex tasks. Our Virtual Agent is designed around your business and is there to handle initial interactions with customers. It can utilise knowledge management systems, websites etc to have a conversation with a customer and provide the correct answers. If, at any stage, the conversation is not able to be answered by the Virtual Agent then it will leverage the human agent team and put the customer through to speak with a customer service representative. All items with the Virtual Agent, including voice and tone, can be customised to suit your company brand.  

As pioneers in the contact centre industry, we have always looked to develop and stay ahead of the market when it comes to our offerings. This has led us to work with many companies on their AI journeys. From an Australian fundraising client who wanted to ensure that they were being compliant and respectful to their donors, to an NSW financial company who utilised our Virtual Agents to warm up an existing database for appointments via outbound Conversational Voice AI.  

We are always open to a conversation and will listen closely to ensure that your wants and needs meet our services to ensure a close working partnership.