How Contact-Center-As-A-Service Providers Are Leveraging AI To Enhance CX

Contact Center-as-a-Service (CCaaS) providers have been actively integrating AI into their platforms.

Samara Lynn
clock • 2 min read
How Contact-Center-As-A-Service Providers Are Leveraging AI To Enhance CX

One of the most widespread uses of artificial intelligence in business is to enhance the customer experience (CX). Unsurprisingly, Contact-Center-as-a-Service (CCaaS) providers have been actively integrating AI into their platforms to offer more robust customer support options. 

For example, earlier this month Five9, a Gartner Magic Quadrant leader in the CCaaS space, announced a collaboration with CRM juggernaut Salesforce to deliver AI-powered CX solutions through its Five9 for Service Cloud Voice with Partner Telephony and Salesforce's Einstein. 

Genesys, another leading CCaS provider, announced in May new AI capabilities in its Genesys Cloud platform to "unleash the next era of customer experiences." 

And Nice recently launched CXone Mpower, which it touts as the "first and only CX-aware AI platform." 

In fact, Nice recently released some interesting research on customer trends with their CX initiatives since the increasing integration of AI in these platforms. 

According to the research, here are the top ways customers are using AI to enhance CX:

- 54.9 percent said to help route customer questions to the best person possible

- 51.1 percent said to take care of customers during business off-hours 

- 51.1 percent said AI could resolve issues faster than an agent 

- 48.9 percent said "screen pops" helped agents serve customers

- 47.7 percent said AI made predictions on customers' needs

The research also cited the specific types of AI that boosted key CX business success metrics: 

- AI-enabled sensors and language translation increased revenue

- Intelligent routing, real-time voice transcription and natural language processing reduced costs 

- Facial/image recognition and language translation increased customer satisfaction

- Robotic process automation and facial/image recognition increased agent efficiency

Moreover, small to midsize companies with up to 2,500 employees planned to spend up to $1.6 million on AI and 72 percent of companies plan to use AI-powered technology in their CX strategies, according to the research. 

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