What is AI?

Everyone has heard of Artificial Intelligence (AI) but what exactly is it?  AI refers to the theory and development of computer systems capable of performing tasks that historically required human intelligence. These tasks include recognising speech, making decisions, identifying patterns, and solving problems. AI encompasses a wide variety of technologies, including machine learning, deep learning, and natural language processing (NLP). These technologies enable machines to perform complex tasks that previously only humans could do, such as generating written content, answering phone calls or analysing data

The Role of AI in Webchat

The type of AI you may come across most commonly are AI-powered webchat systems, often referred to as chatbots or virtual assistants. These are designed to handle a wide range of customer inquiries without human intervention. These systems can understand and respond to customer queries in real-time, providing instant support and reducing wait times. Here are some key benefits:

  1. 24/7 Availability: AI chatbots can operate around the clock, ensuring that customers receive support whenever they need it.
  2. Instant Responses: By leveraging NLP, AI chatbots can understand and respond to customer queries almost instantaneously, improving customer satisfaction.
  3. Cost Efficiency: Automating routine inquiries with AI reduces the need for a large customer service team, leading to significant cost savings.
  4. Scalability: AI systems can handle multiple conversations simultaneously, making them ideal for businesses experiencing high volumes of customer interactions.
  5. Transferability: AI won’t be able to answer everything, so having the ability to turn a Web Chat into a call or to speak to a real person is key

AI in Contact Centres

AI is also making significant strides in traditional contact centres. Here are some ways AI is transforming these environments:

  1. Conversational AI: This technology allows contact centres to route calls, webchat, and emails based on the caller’s request and provide answers using information from CRM systems or websites, without needing an agent
  2. Analytics and Reporting: AI provides detailed reviews of voice usage, queues, live reporting, and queue management, which helps in making informed decisions and improving service quality
  3. Enhanced Self-Service: AI-powered virtual assistants and chatbots enable customers to resolve issues on their own, reducing the load on human agents and improving efficiency – by connecting to your back office CRM systems you can ensure that the correct information is delivered safely and securely

Whats Going to Happen?

The future of AI in webchat and contact centres looks promising. With advancements in generative AI, machine learning, and NLP, we can expect even more sophisticated and personalised customer interactions. AI will continue to play a crucial role in transforming contact centres into strategic hubs of customer engagement, offering proactive and predictive technology strategies

IT’s a fundamental shift in how companies can handle customer enquiries, providing scalability and cost savings to all business types – to find out how AI can help you, and have a play with your own instance please get in touch.