What are the Use Cases of AI Chatbots in Contact Centers?

Contact centers are required to continuously adapt to modern communication tools. However, deciding how to utilize solutions like AI chatbots in contact centers can be a challenge. In this blog, we’ll dive into exactly what TCN’s AI-powered chatbot solution can do for your contact center. TCN’s chatbot tool is incredibly easy to use and implement, seamlessly integrating into your existing contact center operations. You also don’t have to worry about programming every possible response because AI can do the heavy lifting for you and TCN will manage your contact center compliance concerns.

Additionally, our AI-enhanced chatbot is designed to keep your contact center agents engaged in complex conversations that require human expertise, while automatically handling routine conversations for greater efficiency. Let your AI chatbot handle repetitive questions such as “What is my account balance?” or “How do I reset my password?” while your agents focus on high-value inquiries that truly need a human touch and in-depth problem-solving. This shift boosts customer satisfaction and reduces agent burnout by providing omnichannel AI-powered support. 

But how does the modern customer feel about AI-enhanced chatbots? According to the contact center data, not only do they use multiple channels to seek support, but 10% of customers prefer self-service via online chatbot, 12% prefer text messaging, 44% choose online chat with a live agent and 57% opt for email communication.

Smart escalation for a seamless customer journey

By gathering essential information and understanding the core reasons a customer is reaching out, the TCN chatbot can seamlessly route each inquiry to the most qualified human agent when necessary. Smart escalation ensures customers never have to repeat themselves and reduces agent transfers.

The TCN chatbot is programmed to respond within set parameters, ensuring consistent and accurate information across all customer interactions. This reduces the risk of human error and maintains a high standard of service quality — a must-have for effective call center management. With AI, you can bridge the gap between customer expectations and the need for a smooth and operational call center, ensuring that every customer is matched with the right agent quickly if the bot can’t answer the question on its own.

24/7 scalability: always ready

AI-powered chatbots, like TCN’s, provide true 24/7 scalability and multitasking capabilities. If your contact center experiences a sudden influx of customer chats during a major outage or a holiday, the same AI chatbot can handle hundreds or thousands of questions simultaneously without a drop in performance.

In fact, TCN products are always ready without draining your budget. Ultimately, an AI chatbot is a scalable, on-demand solution that utilizes resources efficiently, saving on operational costs when not in use compared to maintaining a large, round-the-clock human staff.

You maintain complete control, easily customizing your chatbot’s availability schedule; whether you want it on 24/7, 365 days a year or only during specific business hours. Plus, when your plans change, you can easily make adjustments.

Ease of backend use and quick implementation

TCN’s chatbot is remarkably easy to configure on the backend. Creating a new rule or guideline for your support channels is as simple as typing a sentence.

For example, you might type: “Always use a customer’s first name when replying and confirm their account number before proceeding.” The chatbot will instantly adapt, streamlining contact center management and empowering administrators to make changes on the fly. This ease of use accelerates your return on investment and ensures your AI chatbot is always aligned with your business goals.

Utilizing an AI-powered chatbot in your contact center

Lastly, what makes AI chatbots unique compared to traditional automation is that you don’t have to program AI for every possible response. AI can interpret customer typos and is much better at responding to modern-day jargon than an automated flow, which will often get lost if the exact wording isn’t programmed. The ability AI has to understand language means you can integrate it into texting, emails and other forms of communication. Plus, when you use the same AI chatbot for every channel, you ensure accurate information is given across multiple channels. 

If you haven’t implemented an AI-powered chatbot solution in your contact center, it’s time! Visit our call center chat software product page for more information on getting started.

Key takeaways:

• TCN’s AI chatbot enhances agent engagement by automating routine tasks.
• It ensures a better customer experience by smartly escalating to the right human agent.
• AI-supported solutions provide 24/7, scalable support to handle any volume of inquiries.
• TCN’s chatbot solution is simple to implement and manage on the backend.