The ongoing global pandemic has entirely changed the working system across the globe. Employees working at contact centers are no longer there to attend the calls. Therefore, companies are implementing new technological solutions using artificial intelligence (AI).
Companies are cleverly using this opportunity to implant advanced conversational AI technology in order to compensate for the customer’s service communication during the pandemic. The majority of the changes currently occurring in the company are working system and style and are mainly due to pandemic. Companies are adopting new ways such as Intelligence Virtual Assistant (IVA), virtual agents, and other AI-infused technology in order to replace the workflow of customer care and live agents.
In the pandemic time, AI has been adapted for several COVID-19 reforms. There were three main adaptions
- Telefonica, a Spanish telecom carrier, with the help of Nuance technology developed a program that uses voice biometric to determine whether the caller is above the age of 6 or not. If then, the system provides the caller in the priority call queue and provides the best agents to converse.
- Verint is a customer service provider and is a cloud-based adopted the call flow related to COVID-19.
- An international business process outsourcing company called ERC has introduced a virtual agent Eva, that helps to reduce misdirects and misdials to help collection agents in directing customers and accomplishing tasks.
There are various uses of AI in contact centers
- Amidst the pandemic, an Argentina based bank called Banco Galicia and Avaya contact center customer were closed. But then, the bank still managed to work for its 2.7 million clients and a lot of calls to the care officers. The bank is already technology-driven to handle tasks. Since employees are not in the office, the bank introduced an AI-driven virtual assistant named Gala. Gala is addressing 90% of self-service queries.
- Virtual agent technology is made available from CISCO based on Google’s Cloud Contact Center (CCAI) for a state government unemployment agency. It is used to alleviate the 40 million unemployment cases within a short time.
- A telecommunication company called Tot has introduced text-to-speech and automated speech recognition with the help of Genesys’s cloud platform and CCAI integration to manage extra call volume and provide content to the customers faster.
- Property and casualty insurance provider, an insurance company uses RingCentral’s Engage Digital platform developed a self-service bot to gather and improve digital interactions.
This pandemic has made companies adopt advanced technologies to continue the businesses to run their day-to-day tasks.
