Is Conversational AI the Future of Contact Center Automation?

Learn how contact centers are leveraging conversational AI to increase digital sales, automate customer support, reduce support costs, and increase CSAT score

Oct 23 2024

TABLE OF CONTENT

Conversational AI is what your Contact Center needs

The past few years have brought unprecedented challenges for contact centers across the USA. From staffing shortages to supply chain disruption, many businesses have struggled to maintain high levels of customer service. As contact centers face rising customer expectations, increasing call volumes, and ongoing workforce challenges, the need for innovative solutions is greater than ever.

According to U.S. Bureau of Labor Statistics recent data, the "quit rate" remains high, with millions of employees continuing to leave their jobs each month. In August 2024, the voluntary quit rate was 1.90%, reflecting ongoing struggles with employee retention in the service industry.

How Conversational AI is Rescuing Contact Centers?

Without any doubt, conversational automation is a boon for contact center professionals struggling with a shortage of human agents.

Robots cannot replace human agents completely, but they can address repetitive customer queries. You can analyze your interactions with customers and identify the types of conversation that you can easily automate.

Up to 90% of customer queries can be automated through AI-Powered Voicebots and Chatbots

Conversational AI does not only address the problem of the shortage of human agents, but it also optimizes your contact center operations.

Benefits of Contact Center (AI) Automation

Contact center automation (through AI-Powered Voicebots and chatbots) is a win-win for everyone - businesses and customers. For businesses, this automation means low operational costs, more digital sales, loyal and happy customers, and seamless conversations with customers. For customers, it means round-the-clock customer support, self-service, no wait time for talking to an agent, and faster resolution of queries.

Increase Digital Sales

Chatbots and Voicebots help you deliver a delightful, hyper-personalized buying experience to your customers.

Provide appropriate information to your customers and point them in the right direction, so they can make quick decisions
Enable interactive Q&A for your products and services while they buy from you
Keep intelligent Voicebot and Chatbot at your customers’ disposal when they need your assistance, so they always come back to you
Make appropriate recommendations on their favorite communication channels, SMS/Text, Messenger, or WhatsApp, to them for upselling and cross-selling
Automate repetitive queries, so your human agents can focus on building relationships, generating sales opportunities, and driving sales

Automate Outbound Calls

Thanks to rapid innovations in conversational AI, Voicebots have grown mature now - they can easily manage outbound calling/telemarketing campaigns. Voicebots can

Make outbound calls to prospects and ask pre-qualification questions
Based on the conversations, they can qualify the leads
Book appointments of qualified leads with sales reps
Tag calls as 'not interested,' 'busy,' 'call later' etc based on the conversation that happened with prospects

Reduce Customer Support Costs

Contact center (AI) automation saves you the time of your human agents wasted on manual, repetitive customer queries that AI-Powered Chatbots and Voicebots can manage.

Save resources spent on recruiting, training, and maintaining customer support agents
Automate up to 90% of customer queries
Reduce up to 40% of customer support costs

Increase Agent Productivity

You would be surprised to know that, on average, agents spend more time finding relevant information than actually talking to customers. You can equip your human agents with AI-Powered virtual assistants (agent assists).

Listening to calls and providing real-time suggestions
Finding relevant information for human agents
Verify the identity of customers before handing them over to agents

Deflect Calls

Contact center automation helps you deflect calls to a great extent. You can deploy AI-Powered Voicebots and Chatbots across customer-facing channels and encourage them to self-serve rather than talking to a human agent.

Provide a Superior Customer Experience

Happy customers mean more business. Contact center automation helps you deliver a superior customer experience and win the loyalties of your customers. AI-Powered Voicebots and Chatbots help you

Provide 24x7 customer support
Respond immediately to your customers without making them wait
Enable omnichannel customer support across all customer-facing channels - call, text/SMS, Facebook Messenger, WhatsApp, the web, mobile app, Alexa, Google Home, and more
Increase customer engagement
Increase customer satisfaction (CSAT) scores
Enable multilingual customer support
Connect to a human agent immediately when required

Provide an Omnichannel Experience

Customer-centric businesses leave no opportunity to engage customers across all touchpoints. You can launch Voicebots in Voice channels, such as calling, and Chatbots in chat channels, such as text/SMS. Or, you can deploy Voicebot and Chatbot both in the same channel like WhatsApp, Facebook Messenger, or a mobile app.

Floatbot offers a unique Contact Center AI solution, Floatbot UNO, that acts as a Voicebots in Voice channels and Chatbot in text channels.

Seamlessly Handover to a Human Agent

AI-powered Voicebot and Chatbots are great, but they don't replace human agents completely. Customers might need to talk to an agent if they have a complex query. In such cases, the bot understands the customer's intent and seamlessly handover the conversation to an agent.

The agent can access the transcription of the call, so they can quickly understand what the customer needs without making the customer repeat everything.

Authenticate your Customers with Voice Biometrics

Some contact center solutions may have a voice biometric solution, such as Floatbot Armor, to accurately authenticate the user identity. Voice biometrics helps you ensure the security of your transactions and provide a seamless authentication option to the customers.

Final Thoughts

Every day, more and more businesses are investing in contact center automation through conversational AI Voicebots and Chatbots. However, building a conversational AI platform from scratch needs time and resources. That's why they turn to conversational AI platforms, such as FLoatbot, to deploy bots instantly.

Floatbot.AI

Leverage Floatbot’s all-in-one LLM powered conversational AI (MULTI-MODAL) solutions to streamline contact center operations, automate inbound/outbound calls, telemarketing, customer support; enhance agent productivity, maximize digital sales and improve CSAT scores.

Our solutions include Unified Chatbot, Voicebot, and Textbot; AI Agent Asssist (Co-pilot); Live chat with Cobrowsing; ASR-as-a-Service

What you can expect with our Integrated Contact Center/BPO AI Stack: