What Is AI as a Service (AIaaS)?
Adopting 'AI as a Service' for call center operations can transform how businesses manage customer interactions, enhancing efficiency and overall service quality. Artificial Intelligence as a Service (AIaaS) is a cloud-based service that provides artificial intelligence (AI) outsourcing. AIaaS enables individuals and businesses to experiment with AI and even take AI to production for large-scale use cases – with low risk and without a large upfront investment. AI’s ease of use makes it possible to experiment with different public cloud platforms, services, and machine learning algorithms. Incorporating AI as a Service enables contact centers and call centers to operate more efficiently, cost-effectively, and with greater customer-centrality – paving the way for dynamic support systems that leverage ongoing tech developments.
Benefits of Using AI as a Service
With AIaaS, call centers receive both AI services, and the complete infrastructure needed to operate them, offering several benefits:
Enhanced Efficiency: AI handles routine tasks and basic inquiries, allowing agents to focus on more complex issues. This results in quicker response times and increased productivity.
Data-Driven Results: AI analyzes customer interactions and feedback to generate valuable insights. These insights help in refining service strategies and tailoring responses, ultimately enhancing the customer experience.
Enhanced Retention: AI can look at customer questions or feedback to learn and provide useful advice on improving services. This helps call centers identify and better serve customer's needs.
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
