Artificial Intelligence

How does AI improve customer service and contact center efficiency?

Celia Cerdeira

By Celia Cerdeira

0 min read

How Does Ai Improve Customer Service

Artificial intelligence (AI) is changing customer service, making businesses more efficient and responsive. Far beyond a buzzword, AI has become a critical tool for enhancing contact center efficiency and providing personalized customer experiences.

By automating routine tasks and enabling round-the-clock service, AI ensures faster response times and higher satisfaction levels. Companies like Memorial Healthcare System and Carbon Health have seen significant improvements, such as lower call abandonment rates and better service levels.

AI allows businesses to offer seamless experiences across different channels, expand self-service options, and make informed decisions based on data. Today, AI is indispensable for any contact center that aims to keep up with customer expectations.

What is generative AI for contact centers?

Generative AI is a type of artificial intelligence that creates new content by learning from existing data. Unlike traditional AI, which follows predefined rules, generative AI uses algorithms to generate text.

Generative AI addresses key challenges in customer service while helping contact centers boost productivity and cut costs. Generative AI reduces wait times and ensures round-the-clock service availability. It makes customer personalization possible at scale, enhances the quality of agent-customer interactions, and increases overall customer satisfaction.

How AI transforms customer service.

AI has revolutionized customer service by optimizing many of a brand’s most critical responsibilities when serving its customers. From improving customer satisfaction to offering better self-service opportunities, AI significantly improves the customer experience process.

Reduced operating costs.

AI reduces operating costs by automating routine tasks, enabling contact centers to operate more efficiently. Features like chatbots can handle simple queries, freeing up agents to focus on more complex issues that require a personal touch.

Personalized interactions.

By providing quick, accurate responses and personalized interactions, AI ensures that customers have a positive experience with the brand. Generative AI replaces traditional interactive voice response (IVR) systems, eliminating the frustration of endless button pressing and long hold times. Instead of robotic prompts like “For questions about your account, press 1,” customers experience efficient, personalized interactions.

Advanced AI algorithms can also analyze customer data to offer tailored solutions and recommendations, improving the customer journey. AI can predict customer needs and proactively address potential issues, leading to higher satisfaction.

Expanded self-service opportunities.

AI enhances self-service options for customers who prefer to solve issues independently rather than wait for a customer service representative. AI-powered tools like virtual assistants and chatbots provide instant information, guide users through troubleshooting processes, answer frequently asked questions, and assist with transactions. By improving self-service options, AI empowers customers and reduces the workload on contact centers.

Seamless omnichannel experiences.

AI facilitates seamless omnichannel experiences by integrating customer touchpoints into a cohesive service journey. Whether customers contact the brand through phone, email, chat, or social media, AI ensures that their interactions are consistent and personalized. AI can track customer interactions across channels, allowing for better continuity and understanding of customer needs, which leads to more efficient and satisfying resolutions.

Enhanced data-driven decision-making.

AI enhances data-driven decision-making by providing deep insights into customer behavior and preferences. Through advanced analytics, AI can process vast amounts of data in real time, helping businesses understand customer trends and make informed decisions. This enables contact centers to optimize their operations, personalize interactions, and anticipate customer needs more effectively.

Furthermore, AI can identify patterns and anomalies in customer data, offering predictive insights that help to proactively address potential issues before they escalate, improving overall service quality.

Case studies: How AI improved customer service.

The following case studies highlight how AI-driven solutions have helped organizations improve their contact center operations and deliver exceptional customer experiences.

Memorial Healthcare System.

One of the largest public healthcare systems in the United States needed to restructure its call center, improve caller experience, and achieve its five-year goal for a digital front door.

Within a month, Talkdesk automated caller identification and offered a more comprehensive view of callers for agents. Since February 2021, Talkdesk has helped cut the hospital’s initial abandonment rate by 3X and increased its service level by 30%.

Carbon Health.

This human-centered, tech-enabled healthcare company used Talkdesk to reduce patient wait times and clinic answer rates by 40%. The company needed new contact center software to help it meet the high call volumes.

Talkdesk provided an attractive solution because it filled gaps like the need for a hardline between call centers and clinics with Talkdesk Phone, flexibility in innovation with open APIs, and leveraging AI to automate and personalize interactions with Autopilot.

WaFD Bank.

Generative AI also helps to cut costs while boosting customer service satisfaction. After redesigning its online banking platform, WaFD Bank needed to modernize its contact center.

With Talkdesk Financial Services Experience Cloud, the bank invested in a purpose-built, automation-first CX platform and leveraged its existing investment with Amazon Lex. Integrating generative AI into their customer support has led to a staggering 95% reduction in cost per interaction.

Unlock AI for customer service today.

Unlocking the power of AI in customer service can transform how brands interact with their customers. From reducing operating costs and increasing customer satisfaction to enhancing self-service opportunities, AI provides numerous benefits. When customers interact directly with brands to learn about solutions or troubleshoot products, AI ensures a seamless and efficient experience.

At Talkdesk, we’re leading the charge in transforming contact center AI and automation. As pioneers in this field since 2018, our integration of generative AI into customer service is reshaping contact center operations. Our clients are experiencing remarkable enhancements in customer experience, substantial cost savings, and increased operational efficiency. Join us in this new era of AI-driven customer service and witness the transformative impact.

Request a Talkdesk demo today to see how our AI solutions can revolutionize the customer service experience!


Celia Cerdeira

Celia Cerdeira

Célia Cerdeira has more than 20 years experience in the contact center industry. She imagines, designs, and brings to life the right content for awesome customer journeys. When she's not writing, you can find her chilling on the beach enjoying a freshly squeezed juice and reading a novel by some of her favorite authors.