In recent years, artificial intelligence has evolved from a relatively futuristic concept, into an everyday part of our lives. Today, people rely on AI for everything from customer service, to sourcing information, and boosting business productivity.
Once considered perhaps too expensive or complex for many business leaders, AI has grown increasingly accessible, with around 37% of companies using AI in some form. What’s more, this incredible technology has proven to be extremely beneficial, boosting not just team productivity, but efficiency, revenue, and opportunities too.
As AI solutions continue to evolve, with new advancements in generative AI, large language models, and natural language processing, it’s never been a better time for companies to start embedding intelligence into their own everyday processes. Here are the five top reasons why every company should consider investing in AI for business apps, and the contact centre.
1. Improve Business Efficiency
Efficiency is crucial to running a successful business. Companies need to empower their teams to perform quickly and effectively in any environment, to not only keep costs low, but ensure performance remains high. AI is a powerhouse tool for efficiency, in virtually all of its forms.
In the contact centre, AI-enhanced IVR systems and routing tools can route calls to the correct agent instantly, based on factors like customer sentiment or intent, or employee skills. This reduces the need for call transfers, and ensures conversations are handled smoothly.
AI solutions can also reduce the repetitive tasks that consume the attention of employees. For instance, a generative AI solution can automatically record and summarize conversations, allowing agents to rapidly move onto the next discussion in their workflow. AI technologies can even be implemented into workforce management and engagement tools. Machine learning algorithms and predictive analytics can help business leaders to forecast demand and optimize team schedules.
2. Greater Team Productivity
Minimising repetitive tasks with artificial intelligence doesn’t just make the workforce more efficient. It also ensures team members have more time to focus on valuable tasks within the workplace. By automating repetitive activities with AI, business leaders can make their teams more productive, and drive better bottom-line results.
In fact, 61% of employees say adoption of AI has enhanced their productivity on a massive scale. Intelligent virtual assistants can be used within the workplace to provide employees anywhere in the world with guidance, support, and direction when they need it most. These tools can instantly source information from different environments and reduce the time team members waste looking for data.
AI solutions powered by generative technology can even automatically create text and content on the behalf of employees, allowing them to respond more rapidly to customer queries or requests from colleagues. In the collaborative landscape, AI can even improve interactions between team members, with automatic translation features, meeting transcription and more.
3. Enhance Data Insights
Data is the lifeblood of a successful business, particularly in a world where companies are constantly striving to find ways of becoming more efficient, customer-driven, and valuable. Today’s businesses generate terabytes of information daily, much of which could be beneficial to making more intelligent decisions about the future of the company.
Unfortunately, evaluating all this data manually can be a complex and time-consuming process. AI, on the other hand, can sort through huge volumes of information in a fraction of the time, with a higher degree of accuracy. AI tools can instantly summarize interactions from a contact centre and provide behind-the-scenes insights into customer sentiment, purchasing trends, and more.
