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United Business Technologies, Inc.

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  • Cedar Rapids, IA 52405
  • 319-298-9056

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    The Power of AI Integration in Contact Center Workflow Management

    AI is a fast-growing technology that is being integrated into a variety of businesses. The AI market size is expected to be $407 billion by 2027. You may already use products that have AI features shoe-horned in. But as time goes on and technology improves, those AI features are getting better. Is there a place for AI integration in contact centers? Yes, and ignoring it may put you behind the competition. AI workflows are changing the way contact centers handle certain tasks and analyze their data.

    Learn more about AI workflows and how they can improve contact center speed, lower costs, and impress customers.

    Streamlining Operations with AI Workflows

    An AI workflow uses artificial intelligence to accomplish certain tasks that no longer need intensive human intervention. AI can handle highly repetitive tasks that humans would rather not do or might take humans a long time to accomplish manually. Repetitive tasks that can be accomplished through AI workflows include:

    • Data Entry
    • Quick Customer Services
    • Document Analysis
    • Document Management
    • Predictive Analysis
    • Image or Speech Recognition
    • Routine Administrative Tasks

    AI workflows don’t just do things that would otherwise fall to humans, they can also do tasks that a human would not be able to do–at least not quickly. For instance, AI is designed to be able to ingest large quantities of data and make sense of it, which is useful in analytics. In a contact center, AI algorithms can help identify inefficiencies that increase things like first-call resolution and response times.

    How Can AI Workflows Decrease Contact Center Costs?

    Contact center professionals know that speed is everything. It means a lot to customers to have their questions and problems addressed quickly. Contact centers live and die by the number of inquiries they can service each day. For that reason, tools that can help you accomplish tasks more quickly are extremely valuable.

    When you add predictive analytics to the mix, you can learn to become even more efficient. For instance, AI can identify traffic trends and forecast demand, which allows you to optimize your agent’s schedules. This ensures that you have enough agents to handle the traffic at any given time, and it reduces the risk of agents becoming overwhelmed by calls. It also means you aren’t wasting money and employee time by having too many agents at slow times.

    Identifying patterns with AI workflows can also help you improve first call resolution rates, by looking for patterns in inquiries and agent responses. Reducing the need for follow-up calls saves agents time, so they can move on to other inquiries. Since time is money, becoming more time-efficient translates to cost savings.

    How Do AI Workflows Improve?

    The only success factor at a Contact center that rivals speed is customer satisfaction. In fact, 61 percent of customers will leave a brand after just one customer service experience. But how could customer satisfaction be improved by AI? Doesn’t that require the human touch?

    Of course, there is no substitute for a high-quality agent when it comes to getting stellar customer satisfaction, but AI can empower your agents to deliver better, more satisfying experiences.

    Believe it or not, AI can facilitate more personalized Interactions. How? AI-powered algorithms analyze customer data to provide more personalized recommendations. AI workflows also personalize offers and support for each individual’s preferences and needs. By delivering more relevant assistance, AI can enhance the overall customer experience and increase satisfaction.

    Explore AI Workflows Today

    AI integration in contact center workflow management is a game-changer. It streamlines operations, decreases costs, and improves customer satisfaction. Organizations that embrace AI technology can reap the benefits of improved efficiency, cost savings, and better customer experiences. The transformative power of AI is shaping the future of contact centers, and organizations that stay ahead of the curve will be the ones that thrive. If you’re looking to take your contact center to the next level, contact United Business Technologies to learn more about integrating AI workflows today. Your customers and your bottom line will thank you for it.