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AI call centre
AI call centre solutions are revolutionising sales and customer services. From transcribing calls in real-time to offering granular insights about what customers really want, call centre AI can be a real game changer. Book a product tour to see how Dialpad’s easy-to-set-up contact centre AI can help your team!
What’s the role of AI in call centres?
The main aim of a call centre is typically either to provide customers with support or to make sales. However, many call centre workers spend tedious hours on mundane admin tasks. This isn’t the best use of their time or skills.
With call centre AI, you can automate many of these repetitive tasks, allowing human staff to return to the interactions and problem-solving that software can’t handle. AI can also draw detailed insights about customers' or leads’ wants and needs and use what it learns to provide helpful suggestions in real time. Call centre AI can increase efficiency, improve job satisfaction, boost team performance, reduce costs, and give customers a better experience. Let’s take a closer look.
Top AI call centre features (and more) from Dialpad
Live transcriptions
Transcriptions are helpful in many ways. They enable staff to quickly revisit conversations to find out specific information or pinpoint where they could’ve done things better. Dialpad Ai can transcribe calls in real time, and even summarise each call for agents and supervisors, with key action items highlighted.
Sentiment analysis
Dialpad Ai uses Natural Language Processing (NLP) to undertake sentiment analysis and identify how a customer is feeling based on the tone of their voice and choice of words. This enables managers to see at a glance which calls are going well and which aren’t. This ensures that supervisors can jump in to save the day whenever a caller starts to get frustrated.
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[RTA cards] really helped us build out the way we train CSRs, [as it] pulls up guidance for them right away as opposed to making them reach out to someone else.
Jude Tungul
Business Operations and Intelligence Manager at Westward360
Real-time agent assists
Dialpad Ai is capable of searching through connected knowledge sources (including PDFs!) for data that can help an agent at any given moment. It can then present what it finds to the agent, in the shape of a Real-Time Assist popup, giving them the information they need to help customers exactly when needed.
Ai CSAT
CSAT surveys are a vital source of customer information, but it can be hard to get customers to fill them out. Dialpad Ai CSAT can infer customer satisfaction levels from all your customer conversations, which gives you a larger, more holistic idea of your overall customer satisfaction levels—without pestering your customers to fill out surveys.
Conversational AI support
Dialpad gives you more than just a basic chatbot service. Dialpad’s conversational AI can provide answers to a variety of questions in natural, friendly language, and even provides a helpful escalation option if they need to speak with an agent.
Truly unified communications
With Dialpad, you can easily handle external and internal communications of all kinds from a single, unified platform. Your agents and management teams can send messages, make calls, hold video meetings, text, and more without the need to hop from platform to platform.
Set up in minutes
Dialpad is incredibly quick and easy to implement. You don’t have to rip out your old hardware or waste weeks or months transferring your communications over. Instead, you can simply set up an account online, download the app (or log in on a browser if you don't want to download anything), and get started! While you can use Dialpad on your desk phones, you don’t have to—it works on PC, iOS, Android, and Mac devices.
Built-in analytics
Dialpad’s AI is constantly monitoring your customer interactions. It collects and logs data and uses it to draw detailed insights about your customers’ behaviour, preferences, sentiments, and more. By analysing this data, built-in analytics can present you with deep and actionable insights about your performance and your customers' needs.
Integrations with CRMs and other tools
For businesses using AI for call centres, integrations can be extremely useful because they can reduce manual data entry work and siloed information. Dialpad integrates with CRMs and other solutions like Salesforce, HubSpot, and Microsoft 365 to give teams a holistic view of customer interactions across the business.
Thinking of implementing call centre AI?
Book a demo to see how Dialpad’s industry-leading contact centre platform can spur digital transformation for your team—and act like a virtual assistant that makes life easier for both your agents and supervisors. Or, take a self-guided interactive tour of the app on your own first!
How to get the most out of AI in your call centre
Call centre AI can bring fantastic benefits to your business, but you must use it properly. Here are some of the best ways you can make call centre AI work for your business:
Help customers to help themselves
AI can provide tailored advice and support for common issues your customers may be experiencing. Dialpad’s call centre AI provides intelligent IVR and conversational AI that enables customers to solve problems by themselves without having to wait on hold to talk to an agent.
If the AI isn’t capable of helping a customer out, it can direct the customer to the right human agent for their issue.
Automate mundane tasks
AI can improve agent productivity and satisfaction by taking over mundane tasks like call deflection and reporting. This frees up agents to focus on helping other humans.
Give real-time coaching, insights, and support
Trawling through platforms and databases to find the right information is one of the most time-consuming elements of any customer service or sales call. However, AI makes it easy.
With Dialpad and its cross-platform integrations, agents can get the information they need at the touch of a button. Moreover, the AI will frequently offer the data an agent needs without being prompted. It quickly learns what customers and agents need in particular situations and will offer real-time prompts, data, and support to enable the best possible outcome.
Get started on your artificial intelligence journey with the best AI call centre tools
AI is transforming industries in every sector. Businesses that want to get ahead and stay ahead should join the AI revolution as quickly as possible.
One of the best uses of AI is in your call centre. Dialpad Ai can generate insights about your customers, offer real-time assistance to your agents, automate repetitive tasks, infer customer satisfaction, and generally provide customers a much better experience.
Dialpad’s call centre AI offers endless possibilities for improving your sales, marketing, customer services, and more.
To learn more about how Dialpad can benefit your business, why not book a product tour today?
Dialpad Ai Contact Centre's plans
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FAQs about AI in call centres
How much is AI present in call centres?
Uptake of AI in call centres has been high for several years, and it’s growing. AI can improve team performance and the customer experience in multiple ways, including generating deep, actionable insights about customer needs, taking on repetitive tasks like call scheduling and logging, and even monitoring customer satisfaction levels in real time.
Many contact centres also use AI to enable customers to serve themselves. Through chatbots and intuitive question flows, AI can empower customers to solve problems themselves without the need to wait on hold for a human agent (although, should the customer need to speak to a human, the AI can direct them to the right agent for the job as quickly as possible).
So, while AI has not replaced human-staffed call centres (and won’t do so!), the most successful companies are using it to optimise their operations and build the best possible customer service and sales teams.