AI technology takes the Call Center to a new level

Miruna Macsim 18/09/2023 | 11:20

The advancement of Artificial Intelligence (AI) in recent years has elevated the performance of Call Center services to an unprecedented level. Companies that integrate chatbots into customer communication, opting for Omnichannel Call & Contact Center services like Daktela, benefit from superior operational efficiency that contributes to business success.


Robots Take Over Simple and Repetitive Tasks

Customer and partner communication is automated using virtual assistants and robots that handle incoming calls, answer frequently asked questions, process orders, and provide basic assistance. This allows human agents to focus exclusively on more complex inquiries.

Enhanced Customer Experience

Thanks to rapid data processing capabilities, the customer experience is significantly improved with AI. Artificial intelligence provides quick and precise responses, eliminating long wait times on calls or in chats, waiting times that may lead to customer dissatisfaction.

Real-Time Data Analysis

Artificial intelligence analyzes and interprets data in real-time from customer interactions, monitoring conversations and analyzing voice tones. This enables the identification of trends and patterns in customer feedback and provides valuable insights on how services can be improved.

Anticipate Customer Needs and Preferences

AI technology allows Call Centers to offer a personalized experience to customers based on their purchase history and previous preferences. With the data collected and machine learning algorithms, call centers can anticipate customer needs and preferences, providing them with relevant and useful recommendations, which can increase customer satisfaction and loyalty.

24/7 Support

Another major advantage of AI in Call Centers is its round-the-clock availability. AI robots, like Daktela, can be programmed to be available 24/7, ensuring assistance is provided at any time of day or night.

The benefits of AI technology for Call Centers are numerous, and the solution, offered by Daktela, streamlines costs and maximizes company productivity. Daktela’s Omnichannel Call Center software allows simultaneous connection of all communication channels in a single conversation. This means that companies will have exact details about all customer inquiries, their product or service interests, regardless of the chosen communication channel.

“We support companies in their development process through better customer support. We have successfully implemented hundreds of projects for various companies across Europe. A concrete example is our collaboration with Muziker. The main reason for implementing the Daktela Omnichannel solution was the need for customer support management in a single application, simplifying communication and streamlining Call & Contact Center operations. For Muziker, the Daktela omnichannel application provided an overview of the weaknesses in the Call Center’s operations and agent performance. As a result, Daktela continuously contributes to the improvement process by resolving a large number of requests, improving call success rates, reducing customer wait times, and optimizing agent efficiency,” Mihai Nica, Country Manager of Daktela Romania.

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