2020 – What Will Call Center Tech Look Like

In 2020 every call center will begin to see huge developments automation through Artificial Intelligence, or AI. Most call centers have already seen this trend begin with automatic responders to simple questions and automated analytics reporting. This automation will only expand in the coming years to further automate more complex tasks. Automation in 2020 will allow your staff to stop wasting time on simple repetitive tasks so they can give more attention to the challenging problems your customers face every day. This automation in 2020 for call centers will likely come in the form of:

  • Predictive Customer Engagement
  • Individualized Customer Journey Mapping
  • Voice Biometrics
  • Interactive Voice Response

Predictive Customer Engagement

Predictive customer engagement aims to provide the information your customers need but don’t know to ask for. A wide range of businesses already uses this technology to help develop their FAQ pages and informational guides. With the growth in the pace this technology can operate at, this technology will start to see use at call centers as well.

Pretty soon this technology will give your call center agents prompts on information that was useful to other customers with similar issues. This will allow your agents to give the most up to date answers that actually resolve issues instead of wasting time probing the customer for every last bit of information. Your agents will become more efficient and require less training while still providing your customers with the information they need.

This technology can also help your agents sell your products more effectively. By knowing exactly how your other customers use your product to solve the same problems your prospect is looking to solve, your agents can get straight to their pain points. You’ll have higher conversion rates with less time spent on the phone with each customer to sell them your product.

Individualized Customer Journey Mapping

Customer journey mapping involves planning out how to turn someone who just found out about your company into a paying customer. It maps out each step of the process from initially clicking one of your ads to browsing your website to purchasing your product. This allows companies to optimize their sales process and find out which steps need the most work and which steps are performing great.

This same technique of figuring out how a customer arrived where they are can be applied to call centers as well. If you’re able to know what resources your customer already looked at prior to calling your agents, you’ll be able to better assist them in resolving their issues. Your agents will know what steps they’ve already tried themselves to resolve their issues so your agent can get straight to new solutions they haven’t tried. Creating individualized customer journey mapping for each customer that calls your call center will rely on deep analytics and artificial intelligence to provide your agents with relevant information. 

Voice Biometrics

Voice biometrics relies on artificial intelligence to identify your callers based on their voice. By implementing a voice biometrics solution, your agents can resume a call with a customer without any redundant questions even when they switch to a different phone. It will track their previous conversations with your company, so your agent will know exactly where they left off with the customer.

This technology will give your customers more freedom in how they interact with your call center. If your proposed solution requires they consult with their boss, they can simply call from their boss’ phone and resume from the exact point they left off. They can also continue a call that took longer than expected from their cell phone as they’re leaving the office. While voice biometrics are still in the early stages, the uses for this technology in a call center setting are endless. One day this technology will eventually become a standard in all call centers as more uses are developed.

Interactive Voice Response

Most call centers already have some form of an interactive voice response their customers use to reach different departments. This use as a directory will only expand to perform increasingly complex functionalities as AI develops. The improved accuracy in voice response technology can even be seen on a standard smartphone with Alexa or Siri.

Eventually, the interactive voice response will be able to handle complex user problems based on data collected from previously solved issues. The voices used will be indistinguishable from a real person, saving your agents for only the most complex problems. This will improve the accuracy to which your call center can solve basic problems your customers face each and every day. In 2020, expect to see interactive voice response to automatically pull up the customer’s history with voice biometrics, so your agent can get straight to problem-solving.