Let’s be honest; for the last few years, we wake up to "artificial intelligence (AI)" and go to bed with "artificial intelligence (AI)." The "smart" versions of everything, from refrigerators to toothbrushes, have emerged. Sometimes one says, "Enough already, let it not brew the tea as well." But when it comes to contact centers, the situation changes.

Because the use of AI in contact centers isn't about robots taking over the world like in those movies. On the contrary; it is about taking that heavy, tedious, and repetitive burden off the operation's shoulders and saving time for people to communicate "like humans."

So, what is this "Using AI in the Contact Center"? Beyond a marketing phrase, what good is it in practice?

Freedom for Fingers Tired of Pressing Buttons

How was it in the past? "Press 1 to pay bills, 2 for technical support, 3 if you are bored..." The customer would forget the 1st option while listening to the 4th option.

AI changed this. We no longer lose the customer in a labyrinth of keys. The customer calls and simply says: "I want to pay my bill."

The system understands this and connects them directly to the relevant place. No wrong key presses, no connecting to the wrong department and trying to explain, "Can you transfer me there?" The customer is happy, lines are not busy.

Let the Robot Answer the "Where is My Cargo?" Question

Imagine a agent answering the question "Where is my cargo?" 100 times a day. You cannot expect Gülse Birsel energy from that representative on the 101st call. It is the human who becomes robotized there.

This is where AI steps in. Chatbots and voice assistants take on these simple, routine questions with obvious answers. AI gives the answer: "Your cargo is at the branch."

So what happens? Our agent friend focuses on complex problems that genuinely require empathy and solutions. This is exactly what we call operational efficiency.

The Super Power Whispering in the Representative's Ear

Think of someone new starting at the contact center. They are excited, they get flustered. The customer asks a difficult question. At that moment, AI listens to the conversation and instantly pops up an information card on the representative's screen: "The customer asked about campaign X, here is the answer, you can send this link."

We call this "Agent Assist." A digital assistant that gives the representative instant cheat sheets and equips them. Both the training period shortens, and the error rate drops to zero.

Understanding the Customer's "Mood"

We have discussed this before, but it is worth underlining again. AIcan go beyond words and analyze tone of voice. Is the customer shouting, tense, or satisfied?

This data lands in front of managers as "Look, there is a fire here" or "Look, there is a great sales opportunity here."

Is It Hard to Access This Technology?

All that we have described are not distant possibilities from science fiction movies or secrets accessible only to giant companies. For a contact center using Tegsoft infrastructure, these technologies are an ordinary part of daily operations. You can incorporate these smart systems into your workflow without having to struggle with complex processes or technical details and focus directly on the comfort it provides.

Time to Give Vivaldi a Little Rest

The issue is actually quite simple: If you don't want to keep the customer waiting on the phone for minutes and make them memorize those classical music pieces, and if you don't want your employees to burn out from "answering the same questions," it is time to invite AI into your operation.

Don't be afraid, this technology won't take your seat. It will just enable you to work more comfortably and get less tired in that seat.