For businesses of all shapes, sizes, and stripes, the proverbial AI genie is out of the bottle. If you haven’t started exploring how generative AI can make your work easier, faster, and more efficient, now’s the time.
For contact centers, there are many potential applications for generative AI tools. They can draft scripts for agents, power chatbots to handle customer inquiries, and surface analytics on several things, like call sentiment. This is especially helpful for training your staff and identifying issues within your business.
In other words, generative AI tools can greatly support your marketing strategies, you just need to know which ones you can trust.
This list is a great place to start in your search for the best generative AI tool for your contact center.
The 11 best generative AI tools for contact centers
Here are some top-tier tools for delivering next-level customer experiences at scale. And if you’re unclear on exactly what this type of AI is, check out our post on what generative AI is and how it works.
1. Hatch Assistant
While many generative AI tools suggest tasks or messaging for agents to carry out with customers, Hatch Assistant actually performs those tasks for your agents.
With this tool, you build custom AI agents that text with your contacts to qualify leads, book appointments, follow up on quotes, and more. Configure your bot with a name, personality, and a set of prompts and it will conduct authentic conversations that move contacts through your funnel.
While it can feel scary to let a bot interact with customers, you set rules and controls so your bot behaves exactly as you intend. Best of all, all prompts and rules are created using plain language—no coding skills needed.
With AI bots handling initial conversations and admin work, your team can be freed up to focus on bottom-funnel conversations and strategic initiatives.
2. RingCX
RingCentral offers businesses a range of AI-enabled communication solutions, but its RingCX solution is built specifically for contact centers.
RingCX makes work easier for your agents and supervisors. Automated voice responses manage the simple conversations so your human team can tackle more complex calls. When your team does need to step in, RingCX still alleviates workload by generating automatic call summaries and transcripts.
The system also generates valuable insights for managers. From those call transcripts to sentiment analysis, to live dashboards and reports, supervisors receive information that can guide team coaching—which can and improve both customer experiences and employee retention.
3. Google Contact Center AI
Google Contact Center AI (Google CCAI) allows you to build virtual agents that handle many of your customers’ basic questions. By integrating with Google Dialogflow, you can design voice bot and chatbot flows capable of handling and engaging in standard customer communication.
If the call or chat does need to be handled by a human member of your team, Agent Assist supports the team member(s) by surfacing relevant information from your knowledge base and offering recommended responses.
Google CCAI integrates with major communications technology providers like Cisco, Avaya, and Vonage, allowing you to retain and boost your current system’s capabilities. Just like with Hatch CRM integrations, this AI’s capacity to integrate with your CRM makes the work that much easier.
Unsurprisingly, Google also offers incredible analytics. CCAI Insights uses AI to assess customer conversations, identify common topics or issues, pick up on customer sentiment, and help you foresee critical moments in conversations, like when a customer is about to complain.
4. IBM watsonx Assistant
Like Google’s CCAI, IBM watsonx Assistant offers virtual, AI-powered support to your human team. Its features are similar to those provided by Google, with the ability to craft dialog flows for voice bots and chatbots that free up your team.
IBM watsonx Assistant comes with pre-built flows that you can customize to your business, or you can create your own no-code communication flow. You can also opt to automate transfers to your live team for questions deemed too complex for your bot to answer.
IBM watsonx Assistant also integrates with many popular CRM and contact service as a center platforms. This makes transitions between AI and live agents smoother and helps you better keep track of all customer engagements.
