Call Centre Automation

Given the rapid evolution experienced by Artificial Intelligence and communication technologies over the past few years, more and more businesses have been looking at Call Centre Automation as their Holy Grail to speed up processes, maximise efficiencies and reduce costs.

In this article, we’ll explain everything there is to know about Call Centre Automation, from what it is to the reasons for its success and the best tools you can use to automate your Call Centre operations.

Call Centre Automation

Call Centre Automation software is steadily becoming the new standard for BPOs and contact centres across different industries, and its popularity can only be expected to grow in the coming years. Call Centre Automation encompasses diverse technologies, from AI to workflow automation, aimed at automating customer service tasks. As technology evolves, so does the scope of automation, particularly with advancements in AI. Beyond customer-agent interactions, it includes call routing, feedback collection, and satisfaction measurement.

 

In this article, we’ll explain everything there is to know about Call Centre Automation, from what it is to the reasons for its success and the best tools you can use to automate your Call Centre operations.

 

 

Given the rapid evolution experienced by Artificial Intelligence and communication technologies over the past few years, more and more call centres and businesses in the customer engagement space have been looking at automation as their Holy Grail to speed up processes, maximise efficiencies and reduce costs. A quick look at some statistics is enough to get an idea of what a massive game changer Call Centre Automation has proven itself to be for the customer engagement landscape:

 

  • By 2026, it is anticipated that automation will handle approximately 10% of agent interactions, marking a significant increase from the estimated 1.6% of interactions automated by AI in 2022 (Gartner).
  • Contact centres leveraging AI for customer service automation can handle over twice the number of calls compared to centres without AI integration (Dialpad).
  • Deloitte reports that intelligent automation has proven to cut business costs by 20-40% on average. 
  • 10. AI will increase contact centre productivity by 35% in the US by 2040. 
  • Almost half the users that contact a brand on social media expect a response in under 60 minutes. Also, 80% expect a reply within the same day. 
  • 35% of contact centres have already implemented at least one process automation tool (Zipdo). 
  • Automated call distribution can result in a 75% increase in contact centre productivity (Zipdo)
  • Contact centre automation can lead to an average 35% cost reduction (Zipdo)
  • Companies that use automated processes experience an overall 45% decrease in customer service agent churn (Zipdo)

But are we talking about when we talk about Call Centre Automation? Let’s try to clarify the concept in the next section.

 

What is Call Centre Automation?

Call Centre Automation is not confined to a singular technology. It can encompass a range of technologies wrapped into one or more Call Centre Software solutions, from AI features such as ASR and NLP to workflow automation, designed to automate customer service tasks.

 

It’s essential to note that these technologies are in a constant state of evolution and expansion. Consequently, the definition and scope of Call Centre Automation continually shift with each technological advancement. 

 

Especially in the case of Artificial Intelligence, this dynamic nature of Call Centre Automation is anticipated to persist as Artificial Intelligence progresses rapidly, leading to new milestones and uncovering additional applications for AI in the realm of customer engagement.

 

Also, there is something we should keep in mind: the term “Call Centre Automation” is sometimes used broadly to refer to any technology that can substitute human staff in addressing customer queries, like chatbots or IVRs. However, this definition is overly simplistic. 

 

Call Centre Automation can encompass various measures or technologies designed to automate components of call centre operations, extending beyond interactions between customers and representatives.

 

In this context, Call Centre Automation also encompasses elements like workflow automation, automated call routing and dialling, automated feedback collection, and customer satisfaction measurement. And while Call Centre Automation tools can replace human agents, they can also be utilised to simplify their tasks and enhance interactions, maintaining the essential personal touch that is essential to good customer engagement.

 

However, it would be hard to give a definition of Call Centre Automation beyond the technologies it comprises. For this reason, the best way to give you an idea of what Automation actually means in the call centre space is to show you some of the most important Call Centre Automation tools. Let’s get to it in the next section.

 

Best Call Centre Automation Tools

1. Call Routing and Workflow Automation

In traditional contact centres, a substantial portion of agents’ time is dedicated to mundane tasks like searching for client information or directing calls to the appropriate departments. According to a study by IBM, these tasks could consume up to 75% of an agent’s day. This not only leads to extended wait times, causing frustration for customers and draining resources for businesses but also contributes to agent burnout, resulting in higher agent turnover. This, in turn, entails significant investments of time and resources in recruiting and training new staff.

 

Implementing workflow automation addresses these challenges, streamlining processes, and boosting productivity. The right software tool can automate tasks that divert agents from focusing on essential customer service. Specific AI tools can automate various tasks, from call sorting and routing to transferring information from databases directly to agents’ screens.

 

Our customer service automation software tool, Flow, simplifies the design and deployment of personalised customer journey maps. Through an intuitive, code-free interface, you can define every step in the customer journey, incorporating communication channels and linking touchpoints to align with your business and customer needs. Flow, in conjunction with our advanced Athena AI, efficiently sorts and directs queries based on required skills, topics, or priority, utilising features such as Keyphrase Analysis and Automatic Speech Recognition. Routine queries can be directed to our AI Conversational Bot, allowing agents to focus on high-value interactions.

 

An example of intelligent call routing, an essential feature of Call Centre Automation, using Flow and Athena AI
An example of intelligent call routing, an essential feature of Call Centre Automation, using Flow and Athena AI

 

Once you’ve designed your customer journey, deployment is a breeze. All steps become fully automated, significantly reducing wait times and empowering your staff for unparalleled efficiency. You can read more about how Flow operates and its benefits for your business here.

2. Automatic Speech Recognition IVR

Interactive Voice Response (IVR) systems, powered by artificial intelligence, utilise technologies like Speech Analytics and Natural Language Processing (NLP) to understand customer queries and provide precise information. These advanced systems enable customers to interact with businesses using voice commands, eliminating the need for traditional menu-driven IVR systems.

 

Through AI integration, IVRs intelligently route calls to the most appropriate department or agent, reducing wait times and enhancing the overall customer experience. Additionally, AI-driven IVRs efficiently manage routine inquiries and perform basic tasks, such as bill payments or order tracking, without requiring human intervention.

 

This automation optimises operational processes, allowing human agents to channel their expertise into more intricate and high-value interactions. The prompt, accurate, and personalised responses delivered by AI IVRs significantly contribute to heightened customer satisfaction, fostering increased loyalty and improving overall business outcomes.

 

3. Automatic Dialler

Diallers play a crucial role in the architecture of Call Centre Automation Systems, especially in the case of outbound call centres. Diallers act as automated tools designed to streamline outbound calling processes. These systems significantly boost call centre efficiency by automating the dialling of numbers from contact lists and seamlessly connecting established calls to available agents.

 

A notable example is the Predictive Dialler, distinguished by its use of intricate statistical algorithms and Artificial Intelligence. Predictive Diallers anticipate when agents are likely to be available, initiating multiple calls simultaneously to align with expected agent availability. This predictive capability minimises idle time, ensuring agents are consistently engaged with calls, leading to heightened productivity and optimised call centre operations.

 

Beyond Predictive Diallers, other types include Progressive Dialler, Preview Dialler, or Auto Dialler. In general, Diallers streamline outbound calling operations, offering a valuable tool for effectively managing high call volumes and maintaining a dynamic and responsive customer engagement environment.

 

4. Conversational Bot

Embedding Conversational AI within a CCaaS solution enhances operational efficiency and improves customer interactions. Smart chatbots or Conversational AI models can effectively handle routine queries, automate responses, and direct customers to appropriate resources.

 

By entrusting repetitive tasks to AI chatbots, call centers can shorten response times, cut operational expenses, and elevate the overall customer journey. This empowers human agents to concentrate on strategic tasks, adding value and proving indispensable for businesses aiming for cost-effective customer support or striving to boost efficiency and customer engagement.

 

5. Automated Customer Satisfaction Measuring

To enhance the customer experience, it is crucial to discern the key elements that contribute to Customer Satisfaction. Some Contact Centre Automation tools can help with that.

 

Among these tools, Sentiment Analysis stands out as particularly valuable for Call Centres. By scrutinising factors like tone, vocabulary, speech rhythm, and inflection, AI accurately evaluates caller emotions. This enables contact centre managers to offer targeted coaching for improved customer service skills.

 

With AI-collected and analysed customer data at your disposal, you can elevate customer satisfaction levels and assess the efficacy of your campaigns.

 

6. Automatic Call Transcription

Automatic Call Transcription and Analytics can also be invaluable tools for keeping track of conversations and diving deep into what customers want, what they like, and what they don’t like. 

 

Utilising features such as Natural Language Processing (NLP) and speech analytics, customer service interactions can be recorded and transcribed for easy review. Transcriptions facilitate swift assessments by supervisors, allowing them to pinpoint areas for agent coaching and extract crucial details. 

 

Additional Call Centre AI tools, including Keyphrase Analysis and Entity Recognition, contribute to contact centre interaction analytics, unveiling trends within extensive customer datasets and providing insights into customer emotions. This empowers supervisors to adapt strategies for improved customer interactions and enhanced services.

 

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