AI in Call Centers

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Part
01

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:

Pros of adding AI:

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:

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.


Sources
Sources

Quotes
  • "ERC BPO has selected Observe.AI's Voice AI Platform to empower more than several thousand agents across its global call centers to deliver better customer experiences by leveraging the latest sentiment model and natural language processing technologies. "
  • "With Observe.AI, ERC's product unlocks new customer care insights and opportunities for agent coaching, as well as drives significant efficiencies in its quality assurance process."
  • "Within four weeks of going live, ERC BPO reported an 87% increase in QA efficiency."
  • "QA managers have reduced the time and effort it takes to QA the same volume of calls by 87% freeing up more time for strategic tasks."
  • "The Platform reduces the time it takes to onboard new agents by over 20% and helps QA managers provide more prescriptive feedback by quickly accessing the most critical moments on calls and leaving in-line comments."
Quotes
  • "Convoso provided VSA with the solution it was looking for to streamline its operations, but also providing new capabilities that ultimately increased productivity and enabled growth:"
  • "Increased connection rates of up to 75%. Agents’ average wait times reduced to 27 seconds. Less time than expected to implement the system and replace time-consuming manual administrative processes"
  • "Scaled up by 800% virtually overnight to support VSA’s largest growth opportunity in June 2018."
  • "VSA is an outsourced B2B call center, founded in 2001 focused on appointment setting and prospecting."
  • "Convoso satisfied everything on our checklist and did so at an affordable cost,” Reifsnyder says. “And we ended up getting more than we expected."
Quotes
  • "Conversational AI Agent to close more business with fewer agents."
  • "By using Machine Learning, Natural Language Programming & Advanced Speech Recognition this artificial contact center technology allows you to replace or supplement live agents."