Call Center Automation

The call center industry is evolving in the face of advances in artificial intelligence and machine learning. Call center automation opens doors to providing exceptional customer service via artificial intelligence-powered chatbots, voice recognition, voice biometrics, and cloud-based virtual call centers.  Call center automation can help in enhancing customer satisfaction and overall customer experience. Read on to learn more about Eleveo’s innovative call center automation solutions.

Call Center Automation Enhances Your Agents' Productivity

Call center automation keeps employees engaged and challenged by channeling monotonous, repetitive tasks and routine calls to bots.

Tools for Call Center Automation

Eleveo's AI-Powered Auto Scheduling

Scheduling is time-consuming; why not streamline it by exploiting AI and call center automation for creating agent schedules? It's complex; why not simplify it? A schedule created manually is inevitably sub-optimal; why not optimize it?

Scheduling is a data-heavy, variable-driven exercise, and few contact centers can afford a dedicated scheduling staff with the expertise to effectively manage schedule creation. But, you still need optimized schedules.

With Eleveo’s AI-powered Auto Scheduling tool and other call center optimization features you’ll be free to devote time previously spent creating schedules to value-add activities, like agent coaching and other quality improvements. All the while, you’ll enjoy the peace of mind of knowing you’re extracting maximum value from your agent resources – and you’ll do it all with a single keystroke. Scheduling automation is a prime example of how automation can transform your call center operations.

Eleveo's Auto Quality Management

Eleveo Automated Quality Management (AQM) with Conversation Analytics enables supervisors to evaluate 100% of contact center calls for compliance, customer satisfaction and agent training. AQM utilizes call center automation in the form of Generative AI in a number of ways critical to elevating the customer experience and agent performance:

• AQM chatgpt-like question answer evaluation
• Auto Summary
• AI flagging
• AI grading
• Topic Identification
• Acoustic parameters identification

Conversation Analytics reaches deep into the Quality Management process. The visibility it provides fuels analysis, which yields insights. Managers can use those insights to evaluate and train agents. They can identify compliance issues, sources of customer dissatisfaction, agent performance issues and process inefficiencies. By leveraging natural language processing and interactive voice technologies, these insights can be further refined to improve customer service and overall customer experience.

Eleveo's Speech Analytics

Managers of small contact centers may believe that, with direct feedback from agents or a review of a small sample of customer calls, they have their fingers on the pulse of QM. Frankly, that’s not true. Managers can’t manually collect and analyze a large enough sample of agent/customer interactions to gain a thorough, nuanced understanding of contact center performance, and relying on agent feedback and anecdotes is no way to reliably recognize patterns within the noise and proactively resolve emerging issues. The fact is, manual QM efforts are time-consuming tasks that are inefficient and prone to error.

Advanced and automated speech analytics is a transformational technology for contact centers. Without getting into the technical weeds, it's enough to understand that the call center automation software uses standard data process algorithms to transform the nuances of speech and silence into a reservoir of intelligence about customer attitudes, agent aptitude, process effectiveness and trending issues. It does the same for chat and email interactions, still detecting attitudes and emotions through keywords and phrases.

By utilizing interactive voice response systems, call centers can address customer issues more efficiently and improve first call resolution rates. Automation can significantly improve customer interactions and overall satisfaction in call centers.  Furthermore, integrating a comprehensive knowledge base into your call center software will empower agents with quick access to information, improving the speed and accuracy of customer support. By reducing the need for human intervention, call centers can handle customer queries more effectively.

To learn more about how to establish a healthy balance between virtual and human agents in contact centers, and about other automation tools you can leverage, contact us.