“The Contact Centre AI Series” provides focused data and insight into how organisations can use AI solutions to solve real-life contact centre operational and commercial issues.

The first in the series is “AI for Contact Centre Cost Reduction”.

Despite the rise in self-service, the number of customer interactions continues to rise, with an unprecedented preference for the phone channel, especially for complex and urgent queries.

With call lengths and agent salaries rising, businesses are struggling to keep a handle on their contact centre costs.

AI – through chatbots, voicebots, agent assistance, post-call automation and other solutions – shortens call lengths and handles low-value pre- and post-call work without damaging customer experience.

“AI for Contact Centre Cost Reduction” shows how AI can lower expenses through:

• Making live calls more efficient, whether before, during or after the call

• Reducing unnecessary call-backs

• Encouraging the successful use of lower-cost channels

• Lowering agent attrition and reducing recruitment & training costs

• Making workforce optimisation cheaper and more effective.

“AI for Contact Centre Cost Reduction” is provided in both US and UK editions. 

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