ContactBabel report

The Inner Circle Guide to AI-Enabled Agent Assistance

This report focuses on the use of AI to support live agents

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With the rapid rise of AI, the question is often asked whether eventually there will even be a need for people to work in contact centres, answering calls. At the least, surely call numbers and employment will drop drastically, meaning investment focus should be elsewhere?

The answer is resoundingly negative. There is evidence to show that customers’ preference for the phone channel is stronger than ever, and that businesses accept this. For the foreseeable future, live agent contact will be vital to the customer experience and the success or otherwise of organisations.

The expectations of the people who make investment decisions in business is that in large part, AI will be used to augment their existing customer contact operations. The question this report answers is: how will this be done?

Download your copy of this industry report and explore the future of contact centres—where AI and humans work side by side.

Specifically, the main business issues that AI solutions can help with are:

Excessive call lengths affect cost and customer experience
Too many repeat calls
QA and coaching is ineffective and expensive
Lack of personalisation means opportunities are missed.