The customer engagement or contact center industry as it’s commonly known is going through a major transformation thanks to the advent of digital technologies. In many ways, contact centers are the heart and soul of the enterprise – often the most intimate point of contact between a business and its customers – that are capable of making or breaking the customer experience.

SwissCognitiveToday’s contact center agents are expected to communicate with customers not only on the phone but via social media, instant messaging, video conferencing and web chat. However, going by its various complexities in operations, it is obvious for contact centers to deploy modern, digital technologies and not solely depend on manpower, unlike in the past. Many companies are therefore implementing bots powered by artificial intelligence or AI to work in their contact centers and communicate with their customers.

The power of bots, virtual assistants

Experts believe artificial intelligence or AI is already dramatically changing contact centers. AI is even helping to predict customer behavior, providing advice to customer service agents on how best to solve a particular issue. Gartner predicts that, by 2020, 85% of all customer interactions will no longer be managed by humans.

Tech titans such as Facebook, Apple, Microsoft and Google are all building virtual assistants and chatbots that can respond to voice queries and engage in a fairly natural dialog with users. Many companies are implementing bots for making contact centers more efficient with bots that can quickly answer the questions most commonly asked by customers.

In theory, virtual assistants will greatly improve the customer experience, because AI bots can store endless amounts of data and access relevant information at the right time to give customers exactly what they want. AI bots can also help organizations boost efficiencies and reduce costs, because organizations will no longer have to operate contact centers staffed 24/7 by employees around the globe. […]