Harnessing the Power of AI in Contact Centers | Elevēo

In case you missed our webinar about how Elevēo utilizes AI in our Quality Management tools, and how we’re elevating contact center performance, please read the summary below. 

AI is Everywhere

“AI is the topic everybody talks about. If you don´t use it - or at least consider using it - your contact center risks operating at a competitive disadvantage.”

– Martin Lamr, Elevēo Product Manager of Quality Management.

AI is just a buzzword unless managers and other decision-makers can apply it to solve the challenges they face in their contact center. That might mean utilizing AI to develop optimized agent schedules, and do it automatically. In Martin’s area of expertise – Quality Management - it means utilizing AI to elevate the customer experience and agent performance, identify emerging trends, prevent customer churn, and so much more.

It’s easy to get wrapped up in the technology side of AI, but doing that misses its practical, transformational capabilities. To name a few:

• AI automatically analyzes 100% of calls into your contact center and provide deep insights into each of those interactions.
  • Customer and agent emotions during interactions
  • Agent training needs
  • Customers at risk of leaving for a competitor

Only if decision-makers have all the data and insights about customers, agents and their interactions can their decisions be fully informed. AI analyzes data and produces actionable intelligence faster, more completely and more reliably than a platoon of analysts could ever do. Without AI, they’re operating with blinders on. Any decisions made (or not made) are based on incomplete information.

Elevēo Delivers AI-Fueled Solutions

• Natural Language Inquiries: What if you could ask a natural language question, like ‘Did the agent greet the customer properly?’, ‘Did the agent say the required compliance statement’ or ‘Did the agent try to upsell the customer?’ for any or every customer/agent conversation?

• Call Summarization: What if you could get a summary of any call you want, without your agent having to take time to produce that summary? How much more productive would your agents be?

• Call Flagging: What if you could automatically ‘flag’ any call that required escalation or that was a repeat call from the same customer?

• Topic Detection: What if you were alerted to a customer who has threatened to move to one of your competitors? What steps could you take to salvage that relationship?

• Interaction Rating: What if you could ask AI to just simply evaluate, on a scale of 1 to 5, the quality of the service provided to the end customer in every interaction? Wouldn’t that be great information to have for agent training?

The AI Evolution Continues

Elevēo continually works to extend the role of AI. For instance, because we’re a global business with customers in over 90 countries, and because many of those customers and their contact centers interact with people from all over the world, we’re expanding the languages we support. In addition to English, our AI-fueled tools operate in Spanish, Arabic, Polish and Czech, with additional languages in the pipeline.

Also, imagine if AI could base its hard and soft data analysis on more than just generic, publicly accessible internet content. Elevēo’s Automated Quality Management uses your proprietary internal knowledge base as well – information specifically related to your contact center and not publicly accessible on the internet. As an example, within Elevēo’s AI-fueled tool you can ask, ‘Was the call conducted in accordance with our internal policy?’ The tool then answers the question by evaluating that interaction within the context of your policies and approved script.

Now imagine that AI, embedded within Elevēo, is able to point out problematic or exceptionally positive parts of interactions, using knowledge of a particular regulation (like HIPPA or FCA COCON) or any internal policy. This direct feedback informs agent training and provides supervisors and team leaders with highlights if they choose to manually evaluate agent conversations.

There’s much more to our present and future AI strategy. To watch the webinar:

To learn more about all the ways Eleveo embraces AI, please contact sales@eleveo.com or go to https://www.eleveo.com/ai-call-center