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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.

Benefits per Call Center AI Solution

AI Solution Benefits

There are three primary areas where AI can help call centers improve:

Hire more offshore agents

Agent Superpowers

AI helping agents work better

Improve CSAT

Personalization

AI customizing user experiences

Boost savings & sales

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

 Check Check

Call Summary

(Generate post call summary)

Automatically summarize and categorizes calls

 Sometimes Check

Call Center Analytics

(Post call insights)

Used to train agents to get better results

 Check

Agent Assist

(Turn-by-turn help for agents)

Improve quality & speed of call agent responses

 Check Check

Voice Virtual Agent

(Conversational IVR)

Automatically handle simpler calls

 Check Check

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

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“Prioritizing Call Center AI Solutions”

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    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
    		 Check Sometimes

    Agent Assist

    (Turn-by-turn help for agents)

    Improve quality & speed of call agent responses
    Long
    		 Check Check Check

    Voice Virtual Agent

    (Conversational IVR)

    Automatically handle simpler calls
    Long
    		 Check Check Check
    Key Takeaway bg shape

    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
    Request Demo

    Schedule a demo of the Tomato.ai voice filter. The solution softens the accent of offshore