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The development of artificial intelligence technology is driving more and more companies to implement automation solutions to streamline customer service processes. Voicebots play a particularly important role in this, helping to relieve agents of routine, repetitive tasks and often resolving customer issues on the first contact. Piotr Kempa, Head of R&D at Axendi, shares insights on how this technology is transforming the way contact centers operate:
Modern tools for optimizing call center services are increasingly based on artificial intelligence technologies. At Axendi, voicebot technology has recently played a significant role. These solutions allow us to streamline our call center operations by automating repetitive and straightforward processes that were previously handled by consultants. With this support, our consultants can focus more on managing complex cases. By leveraging our proprietary Primebot technology, we can significantly accelerate customer service, ensuring the best possible customer experience.
Natural interaction with voicebots
A few years ago, interactions with voicebots were limited to simple scenarios that required specific commands. Today, thanks to advanced natural language understanding (NLU), bots can engage in conversations in a more flexible, human-like manner. This is a crucial step toward increasing user acceptance. As Piotr Kempa emphasizes:
Recently, it has become possible to develop bots that understand a wide range of human speech. This enables users to provide multiple pieces of information at once and engage in nonlinear conversations that go beyond predefined scripts. We owe this advancement to the progress of machine learning in natural language understanding (NLU).
A few years ago, voicebot technology was met with significant skepticism. This was often due to interactions with less intelligent bots that required users to follow rigid command structures. However, with the rapid development of artificial intelligence, more and more users are willing to handle their inquiries through bots. Today, voicebots increasingly enable smooth, natural conversations, allowing users to resolve their issues quickly, at any time of the day or night, without waiting for an available agent.
AI in contact centers – real-time data analysis
Artificial intelligence technologies not only automate interactions but also enable the analysis of vast amounts of data generated in contact centers. AI helps businesses make better use of customer insights and optimize operational processes. As Karolina Kania, Senior Project Manager, highlights, tools like Speech Analytics and advanced reporting systems are opening new possibilities for the industry:
The continuous advancement of technology, including artificial intelligence, is unlocking new possibilities for tools and systems dedicated to contact centers. Our daily operations now encompass elements such as omnichannel communication, Click2Contact, social media, CRM, knowledge bases, interaction history, reports, dashboards, and more. However, AI enables us to leverage the vast amounts of information contained in millions of customer interactions more efficiently—almost in real time.
Modern tools allow for on-demand reporting (Ad Hoc Query), provide contextual data, and deliver behavioral analysis. Solutions like Speech Analytics make it clearer than ever that contact centers are invaluable sources of data-driven insights—essential for marketing, management teams, and contact center operations alike.
Intelligent assistants
Modern technologies not only enhance customer service but also introduce new ways to monitor and analyze interactions in real time. AI supports both agents and customers by providing contextual information and personalized guidance. Karolina Kania emphasizes the significant impact that advanced speech analytics tools have on service quality:
AI-powered speech analytics tools are also evolving, now enabling both contextual analysis and the recognition and interpretation of emotions. It is now possible to fully monitor vast datasets from all interactions and communication channels in real time. With this easy access to data, companies can significantly optimize decision-making and operational processes.
In real time, we can track trending customer inquiries, assess the sentiment of both customers and agents, and comprehensively monitor the service process. Semantic and contextual analysis, along with sound analysis, bring customer service quality and contact center support to a whole new level.
Intelligent assistants—bots—enhance both customer and consultant experiences by providing contextual information about the customer and their interaction history while offering real-time guidance during conversations.
Conclusion
Modern technologies are transforming the contact center services, reshaping how companies communicate with customers and manage data. Automation, interactive bots, and intelligent information processing tools not only enhance operational efficiency but also significantly improve the customer experience. What once seemed futuristic just a few years ago is now becoming the standard in modern customer service.
The article was originally published in Gazeta Finansowa
