• By quade
• 9 October 2024

How geniusOS is Modernizing Call Center Services With AI Tools

In today’s fast-paced digital world, AI tools have become a common sight across all markets and sectors. One area that is seeing a huge change with AI customer service tools is call center agents. These tools have been instrumental in streamlining the process, improving customer experience, and making everything more efficient. 

As we enter the call center market, genius has begun adopting some of these AI tools as a way to streamline the process and stand up to some of our larger competitors. Here, we will explain how we have adapted AI tools into our systems. 

1. We Use AI Tools for Instant Customer Support

One of the most prevalent uses of AI tools is with AI-powered chatbots and has been used even before the rise of generative AIs. Companies have trained chatbots to respond to a set of queries by their businesses to improve their responsiveness. AI has only advanced these capabilities.

Now our geniusOS call center has used these AI tools and is training them to respond to messages from clients, even if there aren’t human employees around. With AI tools, the chatbots can be trained to respond to a greater number of questions and answer them more intelligently. This can allow our AI call center to respond to issues our clients might have no matter the time.

2, Automated Call Routing for Improved Efficiency

Aside from chatting with customers, our geniusOS team also uses AI in routing calls and inquiries. Call centers make use of different departments that handle different types of calls and questions. It can be difficult for customers to learn which one to call, that is why AI tools are here to help. When talking with customers, they can analyze their conversation and figure out which department the caller might need to go to. This saves them the lengthy process of trying to redirect themselves to the right department.

3, AI-Driven Workforce Management and Scheduling

Another advantage of our AI tools is that it helps organize the workspace and what workers end up doing. Although workplace apps are common, they are further improved with the integration of AI systems which take them to the next level. AI can be used to automatically assign tasks and organize our teams based. They will study their skillset, performance, and availability then direct them to places where they might be needed. This allows us to best handle customer needs and assign the best people for the job.

4, AI in Multichannel Support

Our AI tools also can handle multiple channels to provide you with maximum support for whatever services you need. If you want to reach us through phone, email, chat, or social media, our AI tools can handle most of that. Over time, the AI can learn from these interactions using customer data platforms which train the AI to provide personalized support. So the next time you talk with them, they can help you based on your needs and not just on generic instructions given to them.

5, AI-Assisted Agent Training

When not handling services or analyzing data, AI is something we use to help train our new workers, ensuring that we have both modern AI tools and a well-trained workforce. With AI gathering data from interactions, these can be used to simulate real-life scenarios that agents may encounter and give them room to practice in a controlled environment. When the time comes, they will know how to handle your problems because they’ve already worked on your problems. The AI can then provide reports and show their progress so that our employees constantly improve their skills.

Conclusion

Our integration of AI tools into our call center is our way of standing out from the competition and ensuring we can provide the best service possible to our clients. With these tools, we can run a well-organized system both in front and behind the scenes. As more AI tools and use cases emerge, we will be sure to study their potential and integrate them into our systems.