The use of Artificial Intelligence (AI) and Machine Learning (ML) has never been higher with current spend more than $35.7 billion in 2019 and predicted to more than double by 2022 to $79.2 billion. 

Excelien looks into how AI will make an impact in 2020 in the Contact Centre space, looking into growing trends and future predictions.

Increasing your AI-focused workforce 

Organisations that embraced AI and ML ahead of their competitors will be in a prime position. They will have their data sets in place and skills within the workforce to a point where they can begin to drive the results out at scale.

Research by McKinsey illustrates that up to 58% of companies have implemented at least one AI capability into a process or commodity in at least one function or business unit, an increase of 47% in 2018.

The importance of AI and ML will change from cost minimisation exercises and operational productivity to focusing more on growth projects.

AI and ML will continue to deliver automation and operational efficiencies, though 2020 is set for companies to deploy AI in ways that support business advancement.

Chatbots increasing the bottom line and helping agents

Automating suggestions of relevant products and service resolutions to the agents at the pace of the conversation is the most common way that chatbots are being used more productively in contact centres.

Chatbots are known as the most common form of AI. There are more uses for AI within Contact Centre and as AI matures and continues to embed into more technologies such as self-service, interactive voice responses (IVRs) and analytics systems, the more data, AI and ML will have to grow.

AI is continuously growing in the contact centre signifying a shift from a “nice to have” to a technology meriting of substantial investment.

The silo mentality – The “unknown” reason for poor customer service

In the common contact centre, silos will exist at the individual agent level, team level, senior level and across the business, with each level having little or no idea what’s occurring beyond the immediate co-workers.

AI solutions will rapidly develop, and particular silos of data inside the contact centre will be consolidated with data sources across the business to produce more precise and improved results.

Customer-focused businesses will realise that this adaptability and integration with a broader spectrum of AI solutions can be a vital key to their success and retention of customers.

Contact Centres will combine their knowledge alongside AI

When customers call into the call centre, customers expect to have answers – and with AI they won’t have to. AI has a significant function in assembling the collected data pool within the organisation to deliver results faster and more efficiently.

Moving into 2020, we’ll frequently recognise AI connect the data gaps among cloud-based communication solutions and contact centres, enabling consumers to receive and benefit from the information of various departments within a business in real-time.

It includes the conception of virtual assistants and the use of video applications to enhance the outcomes and promptness of customer experiences.

Enhance your data with better management

When we think of AI now, attention is drawn commonly to self-driving smart cars, Apple’s Siri or Amazon Echo, but 2020 will see a greater focus on AI and how organisations utilise its most expensive commodity, data.

Using AI and ML, businesses can gain more profound insights into their data give logical clarity and direction to make more informed decisions. 

Ultimately, guiding the business into the future, faster and quicker.

In summary, the journey for AI has only just begun for many organisations; however, to reap the rewards, organisations will need to look at significant investments and not the short-term goals. In 2020, there will be an increased need for data engineers to meet the AI and ML demand for an evergrowing market.