{"id":39608,"date":"2019-10-02T00:00:00","date_gmt":"2019-10-02T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/using-ai-to-power-smart-automation-of-the-contact-center\/"},"modified":"2025-03-13T06:45:21","modified_gmt":"2025-03-13T13:45:21","slug":"using-ai-to-power-smart-automation-of-the-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/using-ai-to-power-smart-automation-of-the-contact-center\/","title":{"rendered":"Using AI to Power Smart Automation of the Contact Center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Key Take Aways<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Contact centers and CCaaS vendors are turning to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\">automated customer service<\/a> to meet growing customer demands<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">As artificial intelligence in contact centers increases, vendors can choose to pursue total automation or agent assist solutions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Total automation offers the most benefits for contact centers now and in the future<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Last year, Google shared a <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=D5VN56jQMWM\"><span style=\"font-weight: 400;\">demo phone call<\/span><\/a><span style=\"font-weight: 400;\"> between their AI assistant and an unsuspecting receptionist at a local hair salon. The assistant&#8217;s incredibly human dialogue and quick adaptations rightfully wowed viewers, but it also emphasized the power and possibilities of artificial intelligence. And for <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#ring-cc-off\"><span style=\"font-weight: 400;\">contact center software<\/span><\/a><span style=\"font-weight: 400;\">, these possibilities will significantly affect and shape the future of customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are many movies and media that speculate about the future of artificial intelligence, yet we often fail to see the ways automation already shapes our lives. From <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ai-virtual-assistant\/\">virtual assistants<\/a> to autocorrect, AI has completely changed the ways we think, learn, and interact, as seen by these statistics:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.pewresearch.org\/fact-tank\/2017\/12\/12\/nearly-half-of-americans-use-digital-voice-assistants-mostly-on-their-smartphones\/\"><span style=\"font-weight: 400;\">Pew Research<\/span><\/a><span style=\"font-weight: 400;\">, 46% of American adults interact with their phones or mobile devices through voice-controlled virtual assistants<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When surveyed about digital assistants, <\/span><a href=\"https:\/\/www.pwc.com\/it\/it\/publications\/assets\/docs\/PwC_botme-booklet.pdf\"><span style=\"font-weight: 400;\">72% of business executives<\/span><\/a><span style=\"font-weight: 400;\"> said they use them to simplify their lives\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As our reliance on AI and automation increases in our day-to-day lives and interactions, it\u2019s also growing in customer service. Keep reading to see how contact center automation is a coming \u2014 and much needed \u2014 development in our future.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How is artificial intelligence changing contact center software?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We now live in an age of instant gratification. With numerous solutions available at every fingertip, customers demand service that lives up to their demand for faster and better results. To keep up, contact centers have to carefully balance quick responses with personalized customer experiences, more interactions with less time, and automation with a human touch.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the fight to meet evolving customer demands, contact center solution providers have largely focused on artificial intelligence as the best solution. Popular examples include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Interactive voice response (<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/interactive-voice-response\/\">IVR<\/a>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Chatbot software<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Business and marketing analytics<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Keyword monitoring during calls and interactions<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As contact center artificial intelligence continues to evolve, software providers are faced with two options: full automation and agent assistance. While both benefit businesses, we believe full automation is the most effective, long-term option for contact center solutions. Automating agent tasks and customer interactions has already produced incredible improvements in contact center costs and efficiency. By continuing to automate services through artificial intelligence capabilities in their contact centers, businesses can enjoy savings such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">By 2022, Juniper Research estimates chatbots will create annual savings of <\/span><a href=\"https:\/\/www.juniperresearch.com\/analystxpress\/july-2017\/chatbot-conversations-to-deliver-8bn-cost-saving\"><span style=\"font-weight: 400;\">$8 billion<\/span><\/a><span style=\"font-weight: 400;\"> in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\">customer support<\/a> costs<\/span><span style=\"font-weight: 400;\"> for the businesses that use it<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They also found that chatbots can save contact centers as much as $1 million for every second they eliminate from average response times<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">McKinsey reports that automation has the potential to replace <\/span><a href=\"https:\/\/public.tableau.com\/views\/AutomationandUSjobs\/Technicalpotentialforautomation?:embed=y&amp;:display_count=yes&amp;:showTabs=y&amp;:showVizHome=no&amp;utm_source=Triggermail&amp;utm_medium=email&amp;utm_campaign=Post%20Blast%20%28bii-apps-and-platforms%29:%20Tencent%20nabs%20Baidu%27s%20head%20of%20Big%20Data%20Labs%20%E2%80%94%20Chatbot%20revenue%20on%20the%20upswing%20%E2%80%94%20Facebook%20adds%20latest%20Snapchat%20clone&amp;utm_term=BII%20List%20Mobile%20ALL\"><span style=\"font-weight: 400;\">29% of customer service agent responsibilities<\/span><\/a><span style=\"font-weight: 400;\">, greatly reducing workforce costs<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Further automation of contact center features offers increased resources for business growth and new opportunities to create the ultimate customer experience. The addition of artificial intelligence in customer service has incredible benefits for businesses of all sizes and industries, some of which we\u2019ve explored below.<\/span><\/p>\n<h3><b>1. Minimizing customer effort in customer service interactions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Quick resolutions are key to customer satisfaction. According to <\/span><a href=\"https:\/\/blog.hubspot.com\/news-trends\/live-chat-go-to-market-flaw\"><span style=\"font-weight: 400;\">Hubspot<\/span><\/a><span style=\"font-weight: 400;\">, 33% of customers experience the most frustration when they have to wait on hold and another 33% are frustrated the most when they have to repeat themselves to multiple agents during a call. With advanced contact center technology, callers can be immediately connected with the right agent or department, often completely eliminating the need for hold queues. With outbound automation, contact centers can even reach out to customers before they contact the company. With the introduction of chat features to website pages, businesses are able to anticipate customer needs, finding immediate solutions and gaining total satisfaction.\u00a0<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\">By 2020, Gartner predicts that <\/span><\/i><a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/gartner-predicts-a-virtual-world-of-exponential-change\/\"><i><span style=\"font-weight: 400;\">85% of customer service interactions<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> will be automated and handled without human assistance.<\/span><\/i><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">AI also minimizes customer effort by creating and accessing comprehensive customer files. Every interaction is recorded and stored, so customers are saved from repeating information every time they <a href=\"https:\/\/www.ringcentral.com\/ai-phone-call.html\">call<\/a>. Since AI isn\u2019t restricted to specific roles, which can limit agent access to information, they can also access more data without putting customers through transfers. Customers can do less and receive faster solutions than ever before.<\/span><\/p>\n<h3><b>2. Maximizing agent efficiency<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Already, automation has drastically improved contact center results. The introduction of <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> systems, for example, has eliminated the time spent answering FAQs and low-priority calls, allowing agents to focus on more important tasks. With customer information, powerful analytics, and process automation at every agent\u2019s fingertips, they can work faster and more accurately. As automation further streamlines contact center services, agent responsibilities can shift from <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\">customer interactions<\/a>, allowing them to do much more in far less time.<\/span><\/p>\n<h3><b>3. Empowering smaller, more powerful workforces<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">By 2020, Gartner predicts that <\/span><a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/gartner-predicts-a-virtual-world-of-exponential-change\/\"><span style=\"font-weight: 400;\">85% of customer service interactions<\/span><\/a><span style=\"font-weight: 400;\"> will be automated and handled without human assistance. For contact centers, this means significant reductions in workforce needs and costs. AI is capable of managing numerous tasks, requires little training, and doesn\u2019t receive salaries or benefits. As businesses work to replace agent responsibilities with automation, they gain unlimited scalability without stressing budgets or needing to expand their workforce. Instead, total automation offers the freedom to custom-build a contact center that meets every need.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Do you want to add automation and artificial intelligence to your contact center? Explore our <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#ring-cc-off\"><span style=\"font-weight: 400;\">contact center solution<\/span><\/a><span style=\"font-weight: 400;\"> or connect with us for a <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#request-demo\"><span style=\"font-weight: 400;\">free demo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Take Aways Contact centers and CCaaS vendors are turning to automated customer service to meet growing customer demands As artificial intelligence in contact centers increases, vendors can choose to pursue total automation or agent assist solutions Total automation offers the most benefits for contact centers now and in the future Last year, Google shared &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39609,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-39608","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Using AI to Power Smart Automation of the Contact Center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Key Take Aways Contact centers and CCaaS vendors are turning to automated customer service to meet growing customer demands As artificial intelligence in\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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