Navigating the Future of Contact Center Analytics with AI 

The world of contact centers is constantly evolving, with new technologies and innovations shaping the way businesses interact with their customers. VP of Global Solutions Engineering at Calabrio Ed Creasey stated, “One of the key changes brought about by AI-driven analytics is the need to observe not just human agents, but also bots. Many businesses are investing in customer-facing bots, but may not be analyzing the customer experience they provide. This oversight could lead to [customer experience] (CX) issues that go unnoticed, highlighting the importance of looking at the customer journey through all touchpoints.” 

An example of this in practice is mAI Pilot, newly launched by CX expert Humach and co-funded by AWS. “mAI Pilot is an off-the-shelf CX solution that integrates a Custom Language Model (CLM) with digital agents, AI-powered agent assist, and AI-certified live agents,” explained Humach Chief Commercial Officer & Executive Chief of Staff Leonard Sachs. “Our system is designed to analyze all data from every customer interaction: humans and bots alike to ensure our clients can understand and make decisions based on the full breadth of their customer experience.” 

With modern contact center analytics powered by AI, businesses can make data-powered decisions more easily than ever before. AI can provide summarization, evaluation, categorization, and root cause analysis at scale, enabling contact centers to generate Business Intelligence (BI) insights with the click of a button. This shift towards data-driven decision-making is revolutionizing the way contact centers operate. 

Data security is a hot topic  area that requires careful consideration when using AI-driven analytics. Contact centers must ensure that customer data is handled responsibly, with encryption, storage, and usage protocols in place to protect sensitive information. Without the right safeguards in place, the use of customer data for training AI models could have unintended consequences. 

To navigate the world of AI-driven analytics successfully, businesses should ask two key questions: how to think about their data and how to get trained to use analytics effectively. Defining the problem at hand and focusing on the desired outcomes are crucial steps in leveraging AI-powered analytics to improve CX. For businesses without internal BI and analytics expertise, managed services can provide valuable support in analyzing data and presenting actionable insights. 

Humach’s mAI Pilot solution has already earned a celebrated reputation as the 2024 winner of the UHC/Optum Global Innovation Challenge. The company is celebrating 35 years as a pioneer in the CX industry and has been fine-tuning the integration of AI and advanced analytics in contact centers over the past decade. 

Calabrio, a leading provider of contact center and analytics solutions, offers a range of services to help businesses optimize their data usage. From bot and agent analytics to automated categorization and quality management, Calabrio’s solutions are designed to enhance agent and customer experiences across all channels. 

With the right tools and strategies in place, contact centers can embrace the opportunities presented by AI technology and deliver exceptional customer experiences in the digital age. Through employing comprehensive data analysis, AI has the ability to leverage data-driven decisions with incredible accuracy.  

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