Prioritizing Call Center AI Solutions
AI is becoming pervasive across call centers. Call Center leaders need a a way to prioritize which AI solutions to implement first. Below we suggest a framework for them to consider for prioritizing such solutions.
Request Accent AI DemoAI Solution Benefits
There are three primary areas where AI can help call centers improve:
Agent Superpowers
AI helping agents work better
Personalization
AI customizing user experiences
Automation
AI fully handling agent tasks
Each Call Center AI solution can be mapped as helping with one or more of these benefits.
Benefits Comparison
| Call Center Solution | Benefits | Agent Superpowers | Personalization | Automation |
|---|---|---|---|---|
Voice Filter (Change accent or voice) | Improve customer’s comprehension & trust |  | | |
Call Summary (Generate post call summary) | Automatically summarize and categorizes calls | Sometimes | | |
Call Center Analytics (Post call insights) | Used to train agents to get better results | | ||
Agent Assist (Turn-by-turn help for agents) | Improve quality & speed of call agent responses | | | |
Voice Virtual Agent (Conversational IVR) | Automatically handle simpler calls | | |
Time to Launch
Each Call Center AI solution can also be compared based on the time it typically takes to get them launched. A solution might take more time due to the level of AI customization, low latency API support, and sunsetting of existing solutions.
Short
3 to 6 months
Medium
6 to 12 months
Long
Over 12 months
Time to Launch Comparison
| Call Center Solution | Benefits | Time to launch | Significant AI Customization Needed | Low Latency APIs Needed | Rip & Replace Likely |
|---|---|---|---|---|---|
Voice Filter (Change accent or voice) | Improve customer’s comprehension & trust | Shortest | |||
Call Summary (Generate post call summary) | Automatically summarize and categorizes calls | Short | Sometimes | ||
Call Center Analytics (Post call insights) | Used to train agents to get better results | Medium | | Sometimes | |
Agent Assist (Turn-by-turn help for agents) | Improve quality & speed of call agent responses | Long | | | |
Voice Virtual Agent (Conversational IVR) | Automatically handle simpler calls | Long | | | |
Key Takeaway
Call centers looking to prioritize call center AI solutions to implement, might want to first implement solutions with the shortest time to scale. That includes voice filters, like the ones Tomato.ai provides, and call summary. These solutions are quicker to roll out because they have:
- Little to no AI model customization
- No low latency APIs needed
- Rarely a rip & replace needed
Once a call center shows quick wins with these AI solutions they can justify to executives additional budget for the other more time consuming and complex AI solutions.
Schedule a Voice Filter Demo
Schedule a demo of the Tomato.ai voice filter. The solution softens the accent of offshore agents in real time and provides multiple benefits.
Support calls benefits
- Improve customer satisfaction
- Reduce handle time
- Reduce callbacks
Sales calls benefits
- Reduce hangups
- Increase conversions
- Grow revenues
Schedule a demo of the Tomato.ai voice filter. The solution softens the accent of offshore