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AI in Call Centers: Case Studies
Two U.S.-based call center companies that have implemented AI include ERC BPO and VSA.
1. ERC BPO:
Overview:
- ERC BPO implemented Observe.AI's Voice AI platform, which leverages the latest sentiment model and natural language processing technologies.
- Observe.AI’s platform enables ERC to unlock new customer care insights and opportunities for agent coaching.
- The AI solution enabled ERC to empower several thousand agents across its global call centers.
Pros of adding AI:
- With Observe.AI, ERC was able to make its quality assurance process much more efficient.
- The use of AI solution freed up more time for strategic tasks.
Measurable success metrics:
- After implementing the AI solution, ERC BPO reported an 87% increase in QA efficiency.
- The AI platform also reduced the time it took to onboard new agents by over 20%.
2. VSA:
Overview:
- VSA implemented Convosco’s solution to streamline its operations.
- Convosco’s solution provided VSA with a predictive dialer platform.
- In addition to the predictive dialing functionality, Convosco provided VSA with other advanced call center system features, enabling VSA to move lists, pull leads into drip campaigns, and easily pivot back to the original source list.
Pros of adding AI:
- VSA gained new capabilities that resulted in increased productivity and growth.
- Convosco’s solution resulted in reducing the time for performing manual administrative processes.
Measurable success metrics:
- VSA witnessed an increased connection rate of up to 75%.
- With the Convosco’s solution, the average wait times of VSA agents was reduced to 27 seconds.
- VSA also scaled up by 800% overnight.
Research Strategy:
While we were able to find to examples of US call centers that were able to implement AI in their daily operations, however, there was limited information available about the specific AI features, the implementation issues, and the cost associated with the implementation. We began by going through each company's press
releases but most of the information we found about the implementation mainly focused on the pros and the success metrics, with no mention of the actual AI features, the hurdles in the implementation, or the cost. We also searched through various news articles and media publications around the implementation of AI such as Thrive Global, Tech Republic, and Call Mine. Unfortunately, we only found information on use cases and the implementation of AI in call centers in general.