The vast majority of calls received by contact centers can be solved by automatized processes. Start automating operations to decrease costs, improve interactions, accelerate time to resolution, and minimize wait time. Artificial Intelligence tools can accelerate the automation.

 After working with multiple contact centers and serving thousands of clients, it is clear that the bulk of the calls are for a small set of reasons. Colloquially known as the 80/20 rule, it explains that 80% of calls are to answer just 20% of the available information.

Take for example an airline contact center. The majority of the calls will fall into either booking or flight change. Even if the reasons for the delay of the airplane are weather or mechanical, the reasons for the calls tend to be the same: need to re-book to the next available flight. Peaks in calls tend to ask for same repetitive information. This is where automation can provide great advantages.

Our automation processes begin by identyfing the reason for the call. While at first we work with the client to identify the most common reasons for a call, we quickly implement artificial intelligence algorithms to help in the identification of reasons. The AI models learn from real-time events and produce predictions to estimate future events. The accuracy of the prediction is then evaluated and sent back to the algorithm to use for subsequent predictions. The learning loop enables the development of highly accurate AI tools that can accelerate the learning for automated systems. Equipped with both AI predictions and accurate reasons for the call, the automated processes then redirect the call to appropriate resolution channels.

Since the tasks have been identified by the automate system, without human intervention, a conversational interface or chat bot can interact with the user in a natural feel that makes it easy for customers. All done with autonomous systems that can scale to handle any peak or valley demand with convenient pay as you go pricing. The results are substantial money saved. Some of our clients have seen decreased in over 75% of operational costs just by implementing automated systems.

At DFX5 we leverage cloud-based tools provided by Amazon Web Services (AWS) particulary AI tools like Sagemaker, Personalize, Lex, Polly, and many more. We can record conversations, remove PII information from recordings, translate into over fifty languages, and automatically transcribe the call. Calls are logged and connect to third party systems like CRM (Salesforce) or payment gateways.

In combination with other AWS serverless technologies like Lambda or Dynamo DB, we can process lookups or updates in a database and thus serve simple and repetitive questions like checking a status of a bank account, find out actual balance or edit personal information on the account. The most important thing is to empower your call agents and supervisors to do more with less. By removing agents from repetitive tasks, they can then focus on performing proactive tasks that increase sales.

At DFX5, we have certified AWS Solution Architects and AI professionals ready to help your organization maximize AI tools within contact centers. Contact us today to get started with onboarding AI into your contact center.