Artificial Intelligence (AI)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know?60% of enterprises now use audit management software, which includes audit trail functionality, to meet compliance and regulatory demands..

1. What is an AI Contact Center?

An AI contact center uses Artificial Intelligence (AI) to automate, analyze, and optimize customer interactions. It replaces or enhances traditional systems with tools like virtual agents, intelligent call routing, and real-time coaching. Platforms like Convin use AI to monitor calls, analyze sentiment, and improve agent performance without manual effort.

2. How to Use AI in a Contact Centre?

You can use AI in a contact centre for automating routine tasks, providing real-time agent assistance, predicting customer intent, and analyzing conversations. Tools like Convin offer features such as AI-driven quality assurance, sentiment analysis, and automated coaching to enhance both agent productivity and customer satisfaction.

3. How is AI Used for Customer Service?

Artificial Intelligence (AI) is used in customer service to automate support, resolve queries faster, and personalize experiences. Common use cases include AI chatbots, speech analytics, and real-time call summaries. With platforms like Convin, businesses can deliver smarter service through automated feedback, customer emotion tracking, and intelligent follow-ups.

Solve customer problems fast and efficiently with AI powered contact center