How Chatbots are Shaping the Contact Center Experience

how chatbots are shaping the contact center experience


Contact centers have been part of our lives for many years now.

These centralized offices deal with a plethora of requests every single day, empower businesses, and help people find what they need as fast as possible.

But how will the advent of AI and chatbots shape and change the Contact Center experience in the future?

By reading this contact center article, digital enthusiasts will gain a sense of what AI and chatbots can do for contact centers in the years to come.

What is a Contact Center?

First and foremost, it is crucial that we get to define what is a contact center.

A contact center is basically a centralized office that is effectively used for receiving a great deal of customer queries and requests.

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Contact center companies are actually used for both outbound and inbound communication.

Contact center agents usually get in touch with consumers via email, phone, or web chat, ensuring customers can choose a wealth of communication methods to clarify doubts and take care of any possible issues.

Types of Contact Centers

There are many different types of contact centers.

A cloud-based contact center is actually hosted on a cloud provider’s server.

That will be the point from which all outbound and inbound communications will be sent.

These cloud-based contact centers are effectively accessible anywhere in the globe via internet.

Another type of contact centers for readers to know about?

Virtual contact centers.

These types of contact center actually allow company employees to work remotely.

Virtual contact centers will increase the sense of professional flexibility while also being able to decrease costs with personnel.

Last but not least, there are hosted contact centers.

This type of contact center basically means that the contact center infrastructure is outsourced to a different enterprise which actually manages the system.

This may mean that companies get to see their profits increase since hosted contact centers can allow businesses to cut both the maintenance costs and the upfront costs.

What is a Chatbot?

A chatbot is a computer program which is created to actually simulate conversations with human users, usually online.

A conversation chatbot is basically an assistant that allows people to receive messages.

This virtual companion can be integrated into instant messengers, apps, and websites, and it effectively allows companies to establish meaningful customer relationships.

The ultimate goal of a chatbot?

To be able to provide instant assistance to all clients, emulating both the charisma and knowledge of a perfectly normal human being.

Chatbots should actually recognize a minimum of 100 different human intentions and inclinations and are effectively able to grasp a client’s current state of mind.

In case an optimal chatbot is unable to fix a specific problem, it should be able to redirect the customer query to a human contact center employee.

Chatbots are Artificial Intelligence dynamos and are actually able to empower machine learning.

This means that they can learn more and evolve over time, just like a human being.

The agent will be able to have access to the chatbot-client interactions, saving invaluable seconds and being able to become acquainted with specific problems in no time.

Why should businesses use chatbots?

Chatbots allow companies to eschew the need to go through routine tasks.

They are also a great way to deal with multiple requests from umpteen users.

In addition, since chatbots are remarkably fast, customers get a sense of deeply personalized customer service, which allows them to feel that the company will be a great choice for future consumer interactions.

Chatbots provide quick access to information, are a novelty that people seem to be fascinated by, enhance social experiences by stimulating conversations, and effectively increase the productivity of businesses all over the world.

These computer programs are now becoming exceptionally popular.

Here are some Artificial Intelligence chatbot statistics that will allow readers to understand just how popular chatbots really are:

  • 37% of consumers say they would use a chatbot in an emergency
  • 64% of customers state that the best feature of chatbots is the fact that they offer a 24/7 service
  • 28% of social media users have engaged with chatbots on social networks
  • 27% of companies use chatbots for select marketing technologies
  • 67% of American consumers stated they would purchase services/products from brands using a chatbot

With the ability to answer customer requests faster than humanly possible and increase the sense of engagement like nothing else, chatbots are already changing the customer experience, and they really are a huge part of the future of CRM systems.

But how will they effectively combine efforts with contact centers to empower new ways of communicating with interested clients?

It’s time to find out.

How Chatbots are Changing Contact Centers

1. Masterful Personalization

One of the greatest problems of any contact center is the following: it seems impossible to treat every customer as if they were a special human who deserves to be on a pedestal.

Indeed, most consumers feel like there is a lack of personalization in their contact center experiences.

How will online chatbots change that in the future?

With the advancements in tech, companies can now store huge amounts of analytical data.

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This customer data will be able to help improve AI and chatbots, making sure the computer programs can effectively learn every single day, ensuring they provide informed answers to apprehensive customers.

With this incredible data, the best chatbot app will be able to effectively improve the customer experience, delivering the right answers to precise questions faster than humanly possible.

This deep sense of personalization is crucial for businesses to create successful customer relationships and it can really help contact centers get repeat sales.

Indeed, this incredible personalization is a major fact that allows everyone to understand how Artificial Intelligence is transforming contact centers.

2. The Service Becomes Faster

Everyone likes to know that they can reach out to a contact center that’s not only welcoming and kind but which is also able to find solutions fast.

This is clearly a major benefit of chatbots at contact centers.

Usually, customers must go through different customer service personnel to explain the same problem.

This makes sure customers become infuriated and frustrated.

Not any more.

With intelligent bots, company leaders know they are offering an unbelievably fast service and a customer-oriented solution that allows clients to get answers and fix problems sooner than ever before.

Since an overwhelming majority of consumers state that speedy problem-solving is a key advantage of contact center interactions, the ability to answer fast will ensure that the call center bot is only beginning to improve the game.

In fact, the AI powered customer service boom is going to be regarded as a watershed moment.

3. Sentiment Analysis

What is the worst problem in contact centers?

The fact that even the very best Interactive Voice Response systems are known to frustrate the most well-intentioned customers.


Because IVR has a wide array of preset rules which means that - once a customer requests something that gets away from these set parameters - confusion ensues and customer frustration becomes unleashed.

How can Artificial Intelligence customer support improve things?

By taking full advantage of Sentiment Analysis.

Sentiment Analysis can help companies quickly identify the levels of dissatisfaction of a specific client based on actual user input using what is known as natural language processing.

4. Predictive Power

One of the major aspects of chatbots in contact centers has to do with the predictive abilities that AI chatbots can supercharge.

Using Artificial Intelligence tech in contact centers, quality monitoring systems will actually become predictive.

This means that the platforms will be able to automatically analyze each and every different interaction, from emailed responses to call volume.

What is an insurmountably complex undertaking for a mere human will become child’s play for a highly-advanced, machine learning, AI based chatbot.

By being able to analyze diverse interactions, contact center chatbots will be able to start actually predicting future trends, recommend proper actions to deal with unforeseen business peaks, improve service levels, and even train future human agents.

5. Back Up

One little-known advantage of chatbots?

They act as a backup to prevent human failure.

In many call centers, chatbots are already acting as bodyguards of human professionals.

Customer service chatbots can actually be programmed to become able to address routine questions.

This means they are effectively able to provide automated conversations with clients located all over the world.

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In case there are issues with the chatbot, human agents can step up to the plate, act swiftly, and take care of the chatbot’s blind spot as quickly as possible.

In addition, if human agents are talking with a customer and need the help of a data-hoarding chatbot, they can easily see suggested answers and become able to get a friendly bot which helps them deliver responses to user queries faster.

This means Artificial Intelligence chatbots and human workers are now operating in tandem, interfering in one another’s realm whenever suitable.

6. Volume Increase

It is obvious that chatbots are changing contact centers, especially if we think about the volume of client queries.

Whereas 30 years ago contact centers received only a modicum of calls, due to the automation of processes, contact centers now receive thousands of calls every single day.

This makes it impossible to deal with the volume of conversations, queries, frustrated clients, impolite transactions, and impossibly lengthy questions.

The fact that intelligent chatbots are programmed to act fast and deal with a wide array of questions is a massive boon of AI.

Chatbots can effectively help customer support agents deal with the vast number of inbound conversations on the different communication channels.

A normal human contact center agent would likely succumb when confronted with the pressure of dealing with so many requests.

However, customer service chatbots can actually handle umpteen conversations at the same time and across different channels.

This will obviously allow human contact center employees to see their stress levels reduced, knowing they can count with the help of a multi-tasking, data-driven helpful chatbot.

In the future, this may also mean contact center tycoons get to employ fewer human employees who will have to be highly skilled since they must be able to deal with any issues regarding AI maintenance.


From the boon of predictive power to the extraordinary speed of reaction and customer-oriented personalization, from sentiment analysis to the fastest customer service of all time, AI and chatbots are bound to change the landscape of contact centers all over the known world.

By utilizing Artificial Intelligence, contact centers can improve their customer service, answer faster, deal with a plethora of different requests at the same time, and know how to create a chatbot which delivers the best customer experience possible.