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Top 7 Digital Contact Center Automation Trends

Let’s talk about automation trends

Are your customers complaining about deficient service, long wait times, frequently asking for escalation, and the service agents complaining about not being able to find the correct information, not having the right tools, and feeling the heat from angry customers?

Businesses today use customer care automation services to meet and exceed their customer’s expectations to stay ahead of the competitors. There are loads of opportunities for businesses that are yet to embrace this technology.

Learn what a digital contact center is and how you can enhance customer service using contact center automation.

What is a Digital Contact Center

Digital Contact Center is an intelligent customer service system that provides customers with automated, customized, and real-time support. This all-encompassing connected service is also used to improve the service experience for agents.

To improve customer experiences, the future of digital contact centers will continue to focus on optimizing interactive voice response, customer relationship management software, remote desktop technology, and omnichannel service.

Conversational service automation, robotic process automation, and workflow automation are all part of the digital contact center. Many businesses are employing these automation tools to elevate their customer service to the next level.

Top 7 Contact Center Automation Trends

Latest digital contact center automation trends to automate manual, repetitive customer service tasks are listed below:

1. Omnichannel Service Support

Companies are moving towards providing a single platform to share client information across different customer service offices. The reason for this trend is to provide omnichannel support across several online platforms, so call center agents and clients can connect consistently. This way, clients do not have to repeat themselves every time they change their contact channels.

Businesses that interact with customers through a variety of channels can benefit from this trend. Offering speed, accuracy, openness, and flexibility, omnichannel support shortens the customer interaction process. According to a report by

The Omnichannel Service Support market is expected to reach USD 87.20 Billion by 2026, growing at a CAGR of 19.25%.

2. Adopting Natural Language Processing to Improve Services

According to a report by McKinsey, most customers want immediate answers to their queries, which can be a challenge in most cases due to disparate apps and data sources needed to find the correct answer. Natural language processing (NLP) automates and speeds up such tasks. NLP technology can also switch between chat contexts. This gets more work done in less time and reduces wait times.

For example, if a client is speaking with a virtual agent about credit card types and asks about the credit card application process, the bot can understand the interaction and respond because it is in the same chat context as credit card types.

3. Use of Machine Learning Algorithms

ML algorithms can be trained and used to understand client chats by learning from human agents. Using such ML methods can boost customer interactions with virtual agents.

The use of machine learning as a service for digital contact center automation is expected to grow at the rate of 21.8 % between 2021 and 2026 – says

Businesses can automate customer service, analyze the data generated and run ML methods to create specific suggestions based on the client’s needs. Using such artificial intelligence-based practices will add significant value to businesses.

4. AI-powered Chatbots and Voice Bots

Clients are more than willing to use self-service bots to get quick answers to their queries instead of waiting for human agents. These virtual agents allow businesses to deliver 24/7 customer support and suggest answers to accessible FAQs during calls, emails, and live chats that enhance customer experiences.

It also provides quick aid to clients during rush hours and gives room for human agents to address complex requests. Using AI-powered chatbots also helps human agents avoid burnout as mundane, repetitive queries are managed by these bots. Companies can provide a seamless user experience across all contact center touch points with AI-powered chatbots and voice bots. According to 

The market for Virtual Assistants is growing at an exponential pace and is expected to reach is USD 102.29 billion by 2026, registering a CAGR of 34.75% over the forecast period, 2021 – 2026.

5. Hyper-personalization

Winning new customers and retaining existing ones are top priorities for businesses. A study shows that 98% of businesses continue to spend money on customized services to increase customer satisfaction. Call center agents can personalize customer calls with the help of the information generated from tracking previous client chats and browsing history as they interact with your online services.

For example, an insurance company can use artificial intelligence to track and find out what kind of insurance the client is looking for on its website and create a personalized service to meet those needs. This hyper-personalization is helpful to market services to clients. 

6. Use of Predictive Analytics

Eighty-two percent of retail businesses say they used the data from listening to clients’ online discussions. Most call center automation software provides speech, text, and predictive analytics.

Such real-time data can show the risk of systems failure, and response tactics, and reduce costs. Human agents can improve their work based on predictive analytics so that they can deliver better customer service.

For example, you can review your last black Friday sales call rates, emails, and agents’ call records to make corrections for next time. A report by AlliedMarketResearch says-

When compared to prescriptive, descriptive and diagnostic analytics,  predictive analytics as a service is set to grow at highest growth rate of 44.3% between 2019 and 2026 

7. Cross-channel Communication

Cross channel communication process makes it easier for human agents to collaborate with virtual agents. Clients also get the benefit as they can use their time and resources more effectively by working with both human and virtual agents.

Intelligent automation software can help remove internal silos that refuse to share information.

It also helps to speed up handling times by sorting customer information and sending customer queries to the right agent. This makes it simple for clients to change communication channels when they need to speak with a human agent.

Why Choose Incepta?

Proven Expertise: The company has experience with various automation tools and technologies. We have designed and implemented automation solutions in various enterprises across North America, LATAM, and MEA regions.

Our team of certified developers, architects, and executives is highly skilled at combining people, technology, and processes to design the optimum solution for your contact center automation requirements.

Strong references: Incepta has delivered digital transformation strategies, integrations, data management, and customer 360-driven solutions to various financial institutions, CPG companies, and telecom companies.

Our experts have provided AI agent assistance, conversational AI, CSAT prediction, IVR deflection, Case management, automated quality audit, and other services in a unified agent desktop or cloud-based environment.

Partner of choice: As a global award-winning technology leader, we offer rapid integration, digital evolution, and application development services. Incepta can help you embark on your journey to digital transformation.

To solve complex business problems, the company combines innovation and technology solutions with deep domain expertise, consulting, and advisory services.

Are you ready for Contact Center Automation?

Contact center automation continues to benefit businesses that readily adopt the technology to increase the productivity of their agents, engage with customers on a large scale, reduce service costs, and increase business revenues.

Speak with our technical adviser about best practices and solutions that are appropriate for your business and the specific challenges you are facing.

Connect with our automation team by emailing or calling +1 877 797 0406  to get started with Contact Center Automation! 

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