Why You Should Use AI to Reduce the Number of Call Center Agents?
Summary
The use of AI to reduce the number of call center agents is increasing. It can perform repetitive tasks easily, answer common FAQS, and route calls smartly. It’s like your business has an agent that can multitask and be available 24/7.
Introduction
Call centers are one of the most necessary parts of providing an amazing customer services. But many times these call centers themselves can become a problem for the company. Agents spend a huge amount of time doing repetitive tasks. And many times the volume of calls is too high that you will need more and more agents for simple tasks. But why do so when you can have automated call center software.
AI call center solutions like Botphonic AI give a way to automate inbound and outbound calls. But how will it affect? It will lessen the burden on existing teams and eliminate the need to hire new agents.
Now this isn’t just in the text, but results have been experienced by many businesses, including the healthcare industry. They rely on call center automation solutions to deal with most of their calls. Keep reading to know how to use AI to reduce the number of call center agents.
How do AI voice agents help in eliminating the need for new agents?
Call centers receive hundreds of calls per day with low complexity questions. These simple calls take up the majority of the day of a human agent. These calls are either about rescheduling, checking the balance, or an update on the order.
Although they are not so tough to deal with, they are mundane. These calls line up, and that creates panic. They make it a tiring day for agents and increase costs. Many companies have great teams and even experienced supervisors, but what they lack is scalability and innovative solutions. This is where call center automation can play a role.
How does Botphonic help in reducing the volume of calls?
The first step before implementing AI call center solutions is to have a look at the reasons for each call. Hence, at first, Botphonic AI experts will help you get the data, categorise it as per different segments, and know the place where automation is needed. Later they curate your personalized flow.
With the help of Botphonic AI, you can make this happen within hours by including prompts, steps, logics, and APIs. Hence, no need for the knowledge of code. Also, it can be connected to the calendar and your existing CRM software. Therefore, you don’t need to replace your existing system.
Later, a test program is launched where only a small amount of traffic is diverted to these AI call agents. If it goes well, then more traffic will be sent to the end of this software. Hence, users get their issues resolved without the involvement of human agents.
Does AI aim to replace the call center agents completely?
Absolutely no. It just intends to eliminate the extra cost that a business spends on unnecessary agents that follow the same simple script. Hence AI for contact centers does not completely remove humans. There is a widespread myth that it will completely replace humans.
AI customer service is skilled at completing routine tasks that are repetitive with greater efficiency. Hence, leveraging its ability could save you from hiring unnecessary staff to save your capital.
But it does not have human-like emotions, which are necessary at certain times. Therefore, only those calls that need specific attention will be passed on to human agents.
AI is not a threat but complements agents. It is highly efficient and can save time by handling simple tasks. Human agents have emotions, and that is necessary in some instances.
Botphonic’s AI-based call center solutions adopt a collaborative approach to qualify leads and send them to agents for personalization. Hence, it enhances efficiency while adding a human factor.
Why choose Botphonic AI to reduce the number of agents?
Many call center software providers offer limited features. But this is not the case with Botphonic AI. We offer you multiple features at unimaginable costs. Here is a list of those features:
- A no-code platform
- Pricing that suits your budget
- Supports multiple languages
- Faster speed of deployment
- Integration with your existing system
Hence, leverage the benefits of this AI call center automation solution to eliminate the need to hire more agents.
What are the worries of businesses before using AI call center agents?
I have heard many people worried about specific questions before diving into the world of outbound call center solutions. Here are some of those questions with answers.
Does the AI agent’s voice sound fake?
With Botphonic AI, we use cloned voices to provide a human touch. The tone is just like humans, and users cannot distinguish it easily.
Will it lessen response time?
The response time with AI call assistant will be faster than humans. It could respond within seconds.
What will happen if AI is not able to answer?
Know that whenever AI is not able to deal with any of the user’s questions, it will pass on to human agents. Hence, using AI will not compromise the experience of the user.
Will these agents comply with regulations?
Yes, all these AI-based platforms, including Botphonic AI, have to comply with regulations like HIPAA, data encryption, and more.
How can a call center reduce the number of agents?
Here’s how you can use AI to reduce the number of call center agents:
- Underline the reason for calls
- Choose the one reason where automation is necessary
- Develop a voice agent with our easy-to-use tool
- Test it with a small amount of traffic
- And when you get results, increase the traffic flow
- Now you can lessen shift hours, avoid hiring unnecessary agents, and let staff handle complex tasks
There is no need to eliminate the entire staff, but smartly hire agents whenever needed.
Is an AI voice agent appropriate for any call center?
Human agents are repeatedly answering the same question hundreds of times a day. Hence, here you are spending your money wrong. You could get an AI call center software instead. Trying just one month of this technology could help you understand it better. With software like Botphonic AI, the user receives a smooth experience and can route calls whenever necessary.
Conclusion
Repetitive tasks can create a burden on the in-house task force, which could hamper their productivity. Hence, one must use AI to resolve these issues. No need to hire plenty of agents for unnecessary and routine tasks where the same script has to be followed multiple times.
Therefore use AI agents to reduce the number of call center agents. It can handle queries instantly, and perform smart routing whenever needed. This could help your businesses scale results, reduce costs and elevate the experience of users.
