{"id":3495,"date":"2022-08-12T18:29:03","date_gmt":"2022-08-12T18:29:03","guid":{"rendered":"https:\/\/www.replicant.ai\/?p=3495"},"modified":"2022-10-31T20:28:46","modified_gmt":"2022-10-31T20:28:46","slug":"contact-center-automation-use-cases","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/contact-center-automation-use-cases\/","title":{"rendered":"Contact Center Automation Use Cases"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Contact center automation is most useful for repetitive, predictable tasks. Tier One calls that are common to an organization can be easily automated for faster resolution and zero hold times.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Understanding where and when call center automation can be most useful can help your organization make the best decisions about this technology moving forward. This article will discuss some of the best-in-class contact center automation use cases to help you get started.<\/span><\/p>\n<h2>What is contact center automation?<\/h2>\n<p><span style=\"font-weight: 400;\">Contact center automation is software is designed to automatically handle Tier One customer calls quickly and efficiently. Based on machine learning technology, this software understands customer intent using natural language. It can completely resolve inquiries without human intervention. <\/span><a href=\"https:\/\/www.replicant.ai\/product-features\/omnichannel\/\"><span style=\"font-weight: 400;\">Omnichannel call center automation<\/span><\/a><span style=\"font-weight: 400;\"> is able to automate responses from multiple channels including voice, text, and messaging.<\/span><\/p>\n<h2>How is AI used in a contact center?<\/h2>\n<p><span style=\"font-weight: 400;\">AI (artificial intelligence) contact center solutions do not require that a customer press certain buttons or say certain words to get an answer to a question. Instead, AI understands natural speech and can resolve issues just like a live agent. In addition, AI can be used to continuously \u201clearn\u201d from new questions and calls for a particular company, making the call center technology even more useful over time.<\/span><\/p>\n<h2>How to determine what automation to use in your contact center<\/h2>\n<p><span style=\"font-weight: 400;\">Automation in call centers should be designed to meet the needs of a particular business, industry, and market. Begin by learning <\/span><a href=\"https:\/\/www.replicant.ai\/blog\/call-center-automation-what-chats-and-calls-should-you-automate\/\"><span style=\"font-weight: 400;\">what calls you should automate<\/span><\/a><span style=\"font-weight: 400;\">. Select those common questions that many customers have\u2013and those that your live agents are simply tired of answering. Be sure you select a partner that can customize its solution to your particular use cases.<\/span><\/p>\n<h2>Customer service use cases perfect for automation<\/h2>\n<p><span style=\"font-weight: 400;\">Automation in call centers should provide 24-hour customer support with consistency and accuracy, regardless of industry or market. According to <\/span><a href=\"https:\/\/www.mckinsey.com\/industries\/retail\/our-insights\/the-three-cs-of-customer-satisfaction-consistency-consistency-consistency\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">McKinsey<\/span><\/a><span style=\"font-weight: 400;\">, \u201cconsistency is the secret ingredient to making customers happy\u2026it\u2019s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider the following contact center automation use cases:<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/insurance\/\"><b>Insurance<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; Companies can easily automate requests for proof of insurance, and customers should be able to make updates such as adding a car to a policy or changing an address or other contact information. An automated roadside assistance request can speed up the delivery of help when a difficult situation arises.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/healthcare\/\"><b>Healthcare<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; The use of automation technology can make scheduling or changing an appointment, obtaining a prescription, or receiving policy information easier and faster.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/hospitality-travel\/\"><b>Travel &amp; Hospitality<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; Many details in the travel and hospitality sector such as booking an airline flight, hotel room, or rental car can be automated. Changes, cancellations, and information requests are also prime for automation.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/ecommerce\/\"><b>Retail &amp; E-Commerce<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; In this day and age when just about any product can be delivered to a customer\u2019s doorstep within a day or two\u2013or even hours\u2013automation has a critical role to play in order status inquiries as well as return and billing processes.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/consumer-services\/\"><b>Consumer Services<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; Expectations for consumer services are rising, and an AI-powered contact center can help customers make appointments, obtain cost estimates, and file complaints more efficiently.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/telecommunications\/\"><b>Telecommunications<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; When it comes to telecommunications, call center automation solutions can facilitate reporting an outage, troubleshooting problems, or updating service.<\/span><\/li>\n<li><a href=\"https:\/\/www.replicant.ai\/industries\/financial-services\/\"><b>Finance<\/b><\/a><span style=\"font-weight: 400;\"> &#8211; Customers who need to request tax forms or data or make a payment on an account can use automation to make the process easier.<\/span><\/li>\n<\/ul>\n<h2>Try Replicant<\/h2>\n<p><span style=\"font-weight: 400;\">Request a demo and see <\/span><a href=\"https:\/\/www.replicant.ai\/request-a-demo\/\"><span style=\"font-weight: 400;\">call center automation at work<\/span><\/a><span style=\"font-weight: 400;\">. We have helped companies just like yours automate their contact centers, resulting in higher agent satisfaction, higher customer satisfaction, and greater ROI.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contact center automation is most useful for repetitive, predictable tasks. Tier One calls that are&#8230;<\/p>\n","protected":false},"author":10,"featured_media":3496,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[45],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center Automation Use Cases - Replicant<\/title>\n<meta name=\"description\" content=\"Find out how Replicant\u2019s contact center automation helps companies grow and increases ROI. Read use cases for automating your call center.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/contact-center-automation-use-cases\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact Center Automation Use Cases\" \/>\n<meta property=\"og:description\" content=\"Find out how Replicant\u2019s contact center automation helps companies grow and increases ROI. 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