AI in Contact Centers: A Detailed Guide for 2025

 AI in contact center is no longer a new concept that we used to talk about.

Today we can see a lot of commercial sectors using technology to improve customer satisfaction.

Call centers are one of those that have always used various call center technologies to better their service.

And, today we see AI dominating call centers with its endless profitable application. 

How many of us knew that the first invention of AI dates back to 1943.

However, it wasn’t until 1956 that the American Computer scientist John McCarthy adopted the word “Artificial Intelligence” at the Dartmouth Conference. 

Are you curious to know how you can use AI in contact centers and make more money? 

Whenever we talk about AI, the first basic examples hitting our minds are Google, Siri, Alexa and ChatGPT trends.

They are always ready to guide you through any queries you ask- either through speech or text. 

For example, When we ask Siri to “play music,” it follows the command like a human. After all, the ultimate goal of AI is to provide a human-like experience. 

Hence, it is no wonder that AI technologies dominate call centers. These are used in call centers not only to provide an amazing customer experience but also to evaluate a call agent. 

It is true that people still get to talk to an agent today. But, the AI does most of the preliminary work. So, by the time a customer talks to a human agent, the executive already knows who they are talking to and their issue. 

A. What is contact center AI?

Contact center AI is the use of AI and ChatGPT in customer service, mainly in call centers.

It has AI tools and strategies to improve customer interactions. They aim to make them more efficient and effective.

Examples of AI in contact centers are chatbots and virtual assistants. Also, speech recognition, NLP algorithms, sentiment analysis, and predictive analytics.

Call center tools enable the call automation of regular processes, individualized customer experiences, faster issue resolution, and valuable insights into consumer behavior and preferences. 

Organizations hope to boost customer happiness and cut costs by using AI in contact centers. They want to streamline support processes too.

B. 6 Contact center AI solutions

1. Speech Analytics

Speech analytics is a very popular AI used across call centers.

It is a process to analyze recorded calls with customers. AI call summaries help by gathering enough info about their intent.

For example, it is often not possible to listen to a 30-min recording and find the buried information. 

2. Predictive Call Routing

Predictive call routing is a tech that uses machine learning. It learns a customer’s interactions by analyzing past behaviors, responses, and product preferences.

The evaluation ranks your call center exec. It uses their experience, personality, and customer-handling skills to find the best fit for the client.

In short, predictive call routing is a technology. It predicts the best agent-customer interaction and routes the call to that agent.

3. Sentimental Analysis

Sentiment analysis is a useful AI tool. It reveals customers’ feelings about your product, campaign, or brand.

It analyses the customer’s input (through voice or text) and determines the emotional input.

It scans words, vocabulary, sentences, and tone to assess text interactions in messages, emails, chats, or calls.

Conversations marked in green shows positive sentiment at Enthu.AI

4. Predictive Analytics

Predictive analytics is a valued AI. Many call centers use it to analyze historical customer behavior. It uses statistics to support data-driven decisions.

It records everything happening within the call. The prediction is based on the interaction, words used, duration, satisfaction, etc.

5. Agent Quality Analysis and Training

Call centers consider several factors when evaluating an agent. These include the time spent speaking to the customer, the time taken to solve the issue, and the customer survey results.

However, these methods can never provide a true validation of their services.

AI helps you improve customer support. It also trains your executives by analyzing them.

For example, Enthu.AI analyzes your executives’ conversations with clients and auto shells opportunities accordingly.

 

6. Conversation bots/ virtual agents

Conversation bots are the most common type of AI.

These are used to generate a conversation between the computer and the customer to provide a solution/service.

For example, you might have seen some pop-out chat boxes on some websites prompting you to talk to their executive. Those are chatbots.  

According to a report, 69% of customers prefer text-based communication with brands rather than calls.

You have probably seen some of the websites having chatbots. 

In this process, it first listens or reads what the customer is saying.

If the input is a voice, it uses ASR (Automated Speech Recognition) to convert it to a machine-readable format.

Next, the AI decrypts what the text means.

At this stage, it uses Natural Language Understanding, NLU and ChatGPT practices (one part of Natural Language Processing), to understand the text’s intent. 

Now, knowing the text’s intent, the app uses Dialog Management to respond.

It then converts the response into a human-understandable format. In doing so, it uses Natural Language Generation, NLG- another part of NLP. 

Based on the query’s type (text or speech), the application then responds to the customer in the same format or both. It is how conversation AI works. 

C. Importance of AI in contact center 

1. From call center to tech-enabled CX company

AI and speech analytics software have expanded tech and business possibilities.

It helps the call centers provide a better service while relieving the entire burden of their executives. 

For any brand to succeed, they would need to be top on the customer experience. Otherwise, customers would never recommend a brand or do business. 

Call centers play a significant role in the game.

Since your team will be interacting with customers, it is your responsibility to satisfy their demands. 

AI in contact centers can help you. It can understand a customer’s intent, emotion, and problems. You can also have AI-predicted solutions ready.

Moreover, your customer wouldn’t be asked to repeat their information time and again before talking to an executive.

AI makes the whole process very smooth, providing an exceptional customer experience.

Thus, with the help of an AI, you can uplift your business standard- from a call center to a CX company. 

2. Time-saving

Time is a precious thing for both your business and your client.

Neither your client nor your executive would like to spend hours talking about useless solutions.

AI tools makes it easy for your call center, though. 

It records the necessary data from a customer and tries to provide a custom AI-generated solution (in the forms of FAQs, threads, etc.). 

If nothing works, it directs the customer to a suitable executive. It provides the executive with enough data beforehand.

AI also scans the customer’s intent and emotion and predicts call routing. Hence, the executive already knows who they are and their issue and is the best to handle it personally. 

It saves a lot of time. Customers love it because it is fast and they don’t have to keep repeating it. 

3. Automation of reports

One of the best advantages of using AI in call centers is that it generates reports automatically. As Enthu.AI shows your call center agent’s detailed analysis.

It then analyzes the call and determines the mood and response from both your executive and the client.

Finally, the report will detail your executive’s actions. It will cover if they satisfied the customer and how well.

The report automation helps to train your team, better your responses, and provide the best customer experience.

In fact, you don’t have to go through each call to understand how it went. 

Instead, a 30 min call can be understood within 2 minutes by looking at these reports. 

4. Decision making easy

AI can use sentiment analysis to quickly assess a customer’s problems and behavior.

It can then provide probable solutions to the customer rep on call. 

The AI will also understand the customer’s emotions. This will greatly affect the solution prediction.

It makes decision-making easy for the customer executive and improves customer experience significantly. By helping in decision-making, AI also saves a lot of time simultaneously. 

5. Process improvement

AI in contact center reports are a great way to improve your team and coach them accordingly. You don’t have to listen to long conversations to determine how an individual executive is performing. 

It also scans the customer’s intent, sentiment, emotion, problem, etc., and prepares a detailed report to find room for improvement. 

Enthu.AI analyzes all your conversations between customers and individual customer reps and processes a surface for you to train them accordingly. 

6. Get more business by creating AI differentiation.

AI brings you more business through the differentiation barrier on all three dimensions–

When clubbed with human intelligence, artificial intelligence improves the quality of call centers.

Infact by adding ChatGPT to the contact center, it provides a far superior output compared to solely relying on human interactions.

It provides a far better output as compared to only human interactions. 

It also saves costs since it creates a lot of optimisation opportunities.

It also saves a lot of time, providing you room for more business.

Finally, it stops a business from falling due to poor customer experience. 

Call centers can benefit vastly from ChatGPT and AI tools.

It smoothens and accelerates the whole process while providing a superior output. 

It results in superior customer experience, resulting in a high customer retention rate for businesses. 

D. How Enthu.AI can help contact center agents?

Enthu.AI is a market-leading contact center software due to its advanced features and capabilities.

Enthu.AI provides call transcription, agent feedback, coaching and training, performance tracking, and customer insights to contact center agents. 

These features enable agents to improve their communication skills, personalise their interactions with customers, and provide a better customer experience. 

Interested to explore further, request your FREE product demo

Thankfully, Enthu.AI’s speech analysis capabilities and conversation intelligence solution can help you automate 90% of this work.

E. Can AI replace human call center agents?

AI could replace some tasks done by human call center agents. These include answering FAQs and handling basic customer inquiries.

However, some complex customer interactions need human empathy and intuition. AI may not replicate these skills for a long time.

We must consider the ethics of replacing human workers with AI. We should ensure that any shift to AI is responsible and socially aware.

Ultimately, whether AI can fully replace human call center agents depends on the context and future AI development.

Conclusion

Many believe that Artificial Intelligence will eventually replace human intelligence.

However, after this detailed discussion, it is clear that you can enhance the customer experience even more by incorporating  AI in contact center along with human executives.

Efficient engineers have designed Enthu.AI to provide a seamless experience.

It records and analyses all your calls, gives you a detailed report, and ensures that both your customers and team are on the same page. 

It saves cost, provides a better CX, and eventually helps your business grow.

So, keep yourself up with AI technology to save your business in this rapidly changing environment. 

If you are looking at top 10 solutions for speech to text analytics, you can click here

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