Leverage AI and ML to Improve your Call Center

Author: Charter Global
Published: September 23, 2020

As we make our journey into the third quarter of 2020 the pressure to make a sale before the end of the year can be challenging for customer service representatives (CSRs). The sales industry will never fully cut out the personal touches of a live person on the phone.  However, infusing artificial intelligence (AI) and machine learning (ML) into the sales process can make it easier for CSR’s to identify what the customer is likely to purchase based on machine learning recommendations. Automation of customer buying patterns can reduce the time of CSR’s spend on each customer.

The solution is to build a system that uses historic data to predict the buying behavior of the next customer in line, including preferred services or products. The system prompts the CSR’s in real-time so that they can pitch products based on machine learning recommendations. The system adheres to 100% PCI, PII, and other compliances.

The benefits:

  • Average Handle Time (AHT) is greatly reduced
  • CSR’s confidently and accurately pitched recommendations
  • Improved sale conversion rates

Through the rest of 2020, we believe that the use of automation will continue to rise. Leverage AI and ML can help improve your business and your customer’s overall experience. Alongside the rise in complex automation, there will also be an increase in the need for management systems to coordinate them all together. With the uptick in automation, companies will also see a rise in data coming in. The increase in data will need to be organized and easily accessible from each automation process. Being able to see, use, distribute, and coordinate that data will be an invaluable tool that management will not want to pass up.

Although recent times have forced businesses to adapt to the situation, the future holds a lot of opportunities for growth in many areas with the help of automation like Leverage AI and ML. When you are ready to find hidden patterns in your data, predict your customer behavior, and utilize your team more effectively give us a call at Charter Global today to see how you can streamline your company for better profits and increased efficiency.