The application of increasingly sophisticated AI is gathering pace in CX. Virtual agents will bring huge gains to customer service in the contact center – but the consensus is that they will not replace human agents. Instead, digital agents will streamline interactions and automate tasks – and hand them over to a human when the task is outside of their guardrails. Which begs the question – what use cases are we commonly seeing for AI agents in the contact center and where can we expect their input to have most impact?
Use cases for AI interactions in CX
Customer identity verification
Financial services, healthcare, and other security-sensitive sectors can use tools like Telnyx's AI Gather to confirm customer identity through automated voice verification. AI-driven Gather can prompt customers for personal identification details (e.g., date of birth, account number) to streamline security checks before escalating to an agent.
Automated survey collection
After a customer interaction, Gather can automatically collect feedback via short surveys. By asking customers to rate their experience or provide comments, companies can quickly generate valuable insights on customer satisfaction and identify areas for improvement.
Order tracking and status updates
In e-commerce, Gather can be used to provide customers with real-time updates on their orders. By collecting order numbers or tracking details from callers, the system can then retrieve the status of their order and deliver the information back to the customer without needing agent intervention.
Insurance companies can use Gather to automate the initial steps of claim filing. By asking callers for necessary claim details (e.g., date, type of claim, policy number), Gather can capture all pertinent information and give real-time status updates on existing claims.
Bill payment and account balance requests
For utilities, telecoms, and financial institutions, Gather can automate bill payments by amalgamating payment information and verifying account balances. The AI guides users through entering payment details securely, reducing the need for live agent support.
Intelligent call routing based on intent
Gather can improve call routing in complex support centers by collecting key intent phrases. By asking callers why they’re calling and understanding their intent, the system can intelligently route them to the most appropriate department, reducing wait times and improving service quality.
Travel bookings / changes
AI agents can book hotels and other stays, flights, and process service and support requests. This ensures customers spend less time waiting on hold to make or edit their accommodations, improving their overall experience.
