AI for Call Centers

Introduction

Voice robots in call centers, powered by AI, are increasingly popular. They provide various services, from menu announcements to emotion analysis, improving communication with clients.

By leveraging these AI tools, businesses worldwide are ALREADY improving their customer service experience, creating a seamless and efficient interaction for clients.

Conclusion

Implementing AI-driven voice robots can significantly enhance customer support by increasing efficiency, reducing costs, and improving client loyalty.

Results of Implementing AI in Customer Support:

- Reduces the need for real employees, cutting hiring costs

- Handles first-line tech support

- Frees operators from routine tasks

- Reduces call center load during peak hours

- Ensures all clients receive phone consultations

Adapting Voice Assistants:

- Select an appropriate voice matching the brand’s tone

- Record conversation models of real employees for training

- Continuous improvement and self-learning from conversations

- Address pronunciation errors and product name distortions

Examples of AI Voice Assistants:

1. Yandex Cloud’s SpeechKit Brand Voice:

- Customizable real human-like voice and intonation

- Delivers natural-sounding phrases with emotions

2. Yandex SpeechKit:

- Multilingual neural network

- Self-learning and adaptable to different languages

- Recognizes names, numbers, and dates

3. Tinkoff’s Speech Analytics:

- Real-time call transcription and analysis

- Sends recordings and reports to quality control

- Filters records based on set criteria

4. Sberbank’s AI:

- Integrates NLP to convert speech to text

- Analyzes conversations

- Assists operators by retrieving information on command

5. Speech Robot:

- Used by companies like DNS, X5 Retail Group, and Allianz

- Conducts surveys, informs about deliveries, and performs initial interviews

- Integrates with CRM systems

Announce

voice

menus

Assess employee efficiency

Offer recommendations to managers

Recognize and analyze client emotions

Convert conversationsto text

Perform automatic call-outs

Announce voice menus

Functions of Voice Robots: