Artificial intelligence (AI) can be extremely helpful if you want to scale your call center’s outbound operations. This is particularly useful for call centers in areas such as health insurance.
For example, the scope of open enrollment in the insurance industry is shrinking every year. Call centers need to operate efficiently and at scale during high-pressure times of the year, when registrations are open.
AI dialer is part of the outbound workflow to help your team work with high efficiency, even during high business engagements.
But what does AI actually look like for your call center? Does this mean that agents have been replaced by robots?
What does AI look like for call centers?
Artificial intelligence has been applied in many ways in recent years, such as:
Voice search (“Hey, Siri!”) On your phone or smart speaker
Chatbot to provide customer support
Personalized recommendations through machine learning (Netflix Recommendations)
Artificial intelligence for your call center is very useful as a machine agent capable of making personalized voice calls. This is called voice artificial intelligence. Use speech recognition software to read sequences of sounds and classify responses based on responses. Find the AI that interacts with:
1 A real human voice used in the recording
2 natural language programming
3 automatic learning
4 advanced speech recognition
5 Seamless recording of responses
Using Speech AI in Your Call Center
Whether you’re selling live presentations or transitioning in real time, conversational AI improves your call center’s performance. The main reason for this is that agents no longer need to pre-qualify leads. A conversational AI agent asks initial questions and only transfers qualified people to human agents.
Artificial intelligence also gives your business a competitive advantage. While 49% of organizations are exploring machine learning, only 15% of organizations claim to be advanced users.
Here are 4 ways to get the most out of speech AI:
1. Filter out unqualified leads.
Conversational AI takes pre-qualified skills from your agents. Ask your initial questions and save and update lead data based on the answers you receive. From there, it passes only qualified leads to active agents.
It also instantly identifies leads with invalid phone numbers or incomplete information, so agents don’t have to spend time verifying the validity of leads.
2. Eliminate the first 60-90 seconds of agent calls.
Imagine your reps spending their time selling with meaningful conversations. Your call center conversion rate and success will increase significantly.
Agents often spend the first minute of every conversation asking pertinent questions. That time is growing fast – we all know your agents want to make a few calls every day, every week, and every three months. Over time, a minute saved on each call can change the output of an entire sales force.
AI can communicate with the agent by asking the right questions. Then, during the transition, the agent can pick up where the AI left off. This is especially true when the AI uses a real human voice recording rather than a computer-generated voice. Conversations feel natural and friendly rather than robotic. Overall, being transferred to a live agent feels great.
3. Reduce staffing and training costs.
A study by The Bridge Group found that 46% of executives identify productivity as one of their biggest challenges. Software and training are two key ways to increase agent productivity.
With your software AI, your agents can focus on converting qualified leads. They don’t need to waste valuable time making calls, pre-scans, or ineffective conversations.
As a result, you can hire fewer and more efficient agents while generating more conversions. Each agent can work with high efficiency. And your business can potentially reduce personnel costs.
You can also save on training costs. Education on this factor decreases as agents pay less attention to suitable candidates.
4. Filter and forward incoming calls to agents via AI.
Conversational AI can identify incoming calls and determine if the caller is an existing lead. It can then direct the caller to the correct location. For example, if the caller is the first to arrive, the AI can answer a call and answer the first few questions. However, if the caller is also an existing qualified lead on your system, the AI can send an agent.
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