AI in customer service: Redefining the future of customer interactions

Check out our State of AI in Customer Service Report for our latest insights about AI's impact on businesses and contact centers, based on a survey of over 1,000 CX professionals.

There are also things like skills-based routing—which isn’t technically AI—but it can help you make sure your newest agents aren’t the first ones to get those difficult phone calls. At Dialpad, for example, we can route calls based on agents’ skill level and ease new hires into things while still maintaining a high level of customer service.

If your business sells a complex product or service, it takes a while for new agents to learn its ins and outs. But your contact center still has to provide world-class support at all times. And you can’t expect a brand new hire to get on a customer call and talk about the product like an expert. It’s a catch-22. This is where AI is very helpful for coaching in customer service!

Learn more about NLP in customer service.

With Dialpad, you can easily get data on your customer journeys via its accessible contact center analytics dashboard. From heat maps showing your average speed of answer to live sentiment analysis for every call, everything you need is at your fingertips.