• Yashika

Importance of Contact Center AI during a Pandemic

Updated: May 6

As COVID-19 has spread globally we are in the middle of the pandemic situation. Where the demands have increased and people are turning to government agencies, healthcare, and other business organizations with their queries. The unexpected demand has put a lot of pressure on customer support resources where organizations are facing challenges to respond to customers effectively during this critical time. The continued spread of the virus has disrupted workplaces and customer service centers experiencing a rise in the overall call volume with an explosion of customer traffic.


Using AI in the Contact Center


The Contact Center technology supports to improve customer experience and other operations like intelligent call routing and multi-channel communication. The quick and easy access to data helps businesses to swiftly communicate with their customers.


Artificial Intelligence is a wide field of study incorporated with technologies, methods, and theories to combine a huge amount of data with defined rules. Also, it is the ability of the computer system or machine that is programmed to think, learn and adapt to information and perform human-like activities.

AI in the Contact Center can help agents deliver scaled customer experiences with new demands, along with understanding and empathy.


Artificial Intelligence has redefined the standards of customer service. Contact Centers AI is a great source to gather customer information and generate enormous quantities of data, which otherwise would be impossible to process manually. The automated features like rapid responses and conversational tone help support customers as well as businesses.

AI in the Contact Center is designed to assist government, healthcare, non-profit organizations and also for industries like travel, retail, eCommerce, and financial services.


How AI works in the Contact Center


The application of AI is basically in two main areas- Chatbots and Intelligent Virtual Assistants. It is not limited to simple questions and answers as Speech Processing technology, Natural Language Processing, and Machine Learning help it work even better with more accuracy. IVA handles routine as well as a complicated task, helps understand customers and acts accordingly. In cases where the customer connects the call with the agent, the AI listens to the conversation and Natural Language Processing helps understand the context and assist the agent as well. Then it interacts with the agent and presents them with the required information and data. Overall it helps agents focus more on customer demands.


For example, when you call up the Contact Center to say order something, it requires the series of information to be stored like customer address, payment details, which take a lot of process and time. Now agents here are just filling the information and wasting most of their time in such tasks.

But with AI in the Contact Center, the information can be automatically copied in the UI. When the information is collected the agent can go through it making sure it is valid and make changes if necessary and AI can push all the information to all the backend systems. In this way, more calls can be handled efficiently and customers get faster responses.


With AI it is easy to bring back human-like conversations to Contact Centers and deliver customer delight. The whole process makes quality work more consistent with effective contact center experience. Make sure, when demand risk and need are the highest the customer experience should also be the greatest. With each customer’s success stories it can help accelerate the interest and demand for the technology.


AI in the Contact Center during a Pandemic


The sudden emergence of novel coronavirus has required brands to serve their customers with quality while maintaining and retaining customer trust. The situation presents brands with both new risks as well as opportunities. There is indeed an increase in customer demands during this time. Providing instant yet empathetic customer service is likely to generate positive brand perception and customer loyalty.


  • Manage tasks quickly and easily- AI follows pre-programmed rules to manage tasks quickly, recognize new patterns and suggest the next best steps to solve customer issues based on its understanding. It constantly accumulates and processes large data that can assist in providing alerts.

  • Use of Conversational tone- Customers prefer to have live interaction when they want solutions to urgent and complex issues. Conversational AI systems can help bridge the gap left by human agents and allow the contact center to function at their full potential. AI in the Contact Center will enable new trends in customer behavior and accelerate identification with less need for human intervention.

  • AI voice responders- With AI voice responders, businesses can manage Contact Center demands and maintain high levels of customer service during the pandemic. It can answer frequently asked questions automatically without the intervention of human agents as well as categorizes calls based on subject matter and urgency. Hence, businesses can easily prioritize follow-ups to resolve queries.

  • Engages proactively with the customers- The customers need information instantly with countless inquiries and subjecting them to long calls on hold is not what they are expecting. It can answer frequently asked questions as this service is available 24×7 to accommodate customers’ needs. It enables in quickly scaling customer service operations and results in the benefit of delivering better customer experience. Increased call volumes, common queries and, repetitive tasks can be easily handled with AI support during the current crisis.

At a Glance


With the increase of customer traffic, there has been an equal pressure on all industries and the escalation of call volume is the indication to create a multi-speed workforce. AI technology can help agents achieve great customer experience with on-demand service even during a pandemic like COVID-19. It offers automated support, delivers conversational experience, and effortlessly handles customer intent. A copious amount of data can be captured through each customer interaction, which can be stored and fed into analytics to help optimize the contact center process.

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