How to ensure success with generative AI and automation in the contact center 

Dec 7, 2023

3 minutes, 40 seconds

As automation and artificial intelligence (AI) gain traction in today’s business landscape, contact centers are increasingly embracing these technologies to revolutionize customer interactions and streamline operations.

Forward-thinking leaders from diverse industries are expediting their automation and AI adoption, seeking to capitalize on cost savings, operational efficiencies, improved agent performance, and enhanced customer experiences.

However, introducing AI-driven solutions such as generative AI requires a deep understanding of the technology’s strengths and limitations, and a skilled team to handle its implementation and optimization.

What are the benefits of automation and the intricacies to avoid failure in the contact center environment? 

How generative AI is transforming operations

Since its launch in November 2022, generative AI has transformed the technological landscape. Unlike traditional rule-based AI, generative AI employs transformer architecture, enabling it to generate human-like responses by processing vast amounts of data. 

It’s remarkable ability to detect and understand context, tone, and sentiment allows for more natural and engaging conversations.

With a diverse range of use cases, generative AI is invaluable in various contact center tasks, including using enterprise data to gauge sentiment, help customers self-identify issues, rapidly complete inquiries, and more, without the need of a human agent.

Generative AI is not an out-of-the-box solution. The model’s performance relies heavily on extensive training and prompt engineering. Designing appropriate prompts and implementing guardrails is pivotal to ensuring the AI system’s accuracy and relevance.

Best practices for successful generative AI deployment in your contact center

One of the most significant challenges in deploying generative AI and other AI-driven solutions in contact centers is the unpredictability of user interactions. Since what users will ask or how generative AI will respond cannot be expected, testing for response accuracy becomes paramount. 

To address this uncertainty, ongoing training and fine-tuning are essential. Continuously refining the language model with relevant data enable the system to adapt and perform more effectively in real-world scenarios. The following are some best practices that will help you avoid generative AI and automation failure in your contact center.

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

Define clear goals

It’s vital to clearly define the specific goals you intend to achieve by implementing Generative AI and automation in your contact center. This way, you can decide on the tasks that need automation and the expected outcomes. It will also help you align your focus on key areas where generative AI and automation will bring the most value.

To define goals, simply ask yourself: what tasks or inquiries will generative AI handle? Common use cases include answering frequently asked questions, assisting with basic troubleshooting, providing information, and routing calls to human agents when necessary.

To start defining your goals, participate in a Customer Interaction Workshop with IntelePeer. During the session, we will review customer interaction gaps in your contact center before helping you build a plan for filling them with automation and AI. Learn more here.

Comprehensive and continuous training

Your generative AI model and AI tools should undergo comprehensive training using a wide range of data sources and communication channels. These include customer surveys, chat history, voice call transcriptions, video recordings, Interactive Voice Response (IVR) input, event logs, and Customer Relationship Management (CRM) software. 

This enables your generative AI model to understand human language better, making it capable of understanding and responding to a wide variety of customer queries and requests.

Seek customer input and feedback

Understandably, your company’s bottom line is your top priority. However, collecting customer feedback is equally important for optimizing contact center processes and performance. 

In addition to implementing the newest contact center automation trends and adopting state-of-the-art technology, you should regularly seek customer feedback to know what is and is not working. 

Your customers’ input and feedback may be exactly what you need to evaluate and optimize your contact center automation efforts. Therefore, ensure you know your customers’ expectations and implement generative AI and other automation tools to meet their needs. 

Get in touch with IntelePeer today

IntelePeer has the ultimate automated customer service tools for your contact center business. Our cutting-edge Communications Automation Platform (CAP) utilizes Natural Language Processing (NLP), generative AI, machine learning (ML), and more to elevate your operations across all digital channels.

Contact us today to explore the opportunities that automation and AI can bring to your business.

Michael Ciancio

Michael brings 15+ years of enterprise software and SaaS experience to the IntelePeer team. With a background in product and solutions marketing, Michael is focused on translating complex concepts into easily consumable, engaging solutions that provide value for our customers.

Knowledge is power.

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