Until a few years ago, artificial intelligence was mostly associated with science fiction films. Now, it is much closer to us than flying cars, talking robots or space travels. In fact, it is already here, right in the middle of customer service.

AI-supported systems play a significant role in making contact centers more effective. So what can be achieved when artificial intelligence is used in customer service? What processes can be improved? And how can a better experience be offered to customers?

Let’s take a closer look.

Self-Service Processes with Smart IVR Systems
With AI-powered IVR, the customer can describe the task they want to perform in just a few words, and the system instantly recognizes and directs the request. For instance, the phrase “I want to change my address” can immediately trigger the related process on the backend.

Smart IVR solutions enable many actions to be carried out without needing to speak with an agent. This brings both time savings and operational efficiency.

Tasks such as checking balance, tracking delivery status, getting invoice details, and submitting requests or complaints can be easily handled through IVR with natural language support.

An Answer Even Outside Working Hours
In contact centers, not every call reaches an agent. Sometimes, due to limited staffing or high volume, some calls overflow. In other cases, they are missed entirely. These situations are referred to as overflow and missed calls.

Artificial intelligence never sleeps. Virtual agents can respond to customers 24/7, including weekends and holidays. When no human agent is available, AI steps in to assist. This allows customers to get help when they need it without waiting.

Additionally, virtual assistants can gather relevant data and pass it to the next available agent, speeding up the resolution process.

High Efficiency, Low Cost
Using AI in contact centers does not mean replacing agents. On the contrary, it helps increase their efficiency.

Routine questions are handled by the system, the workload is reduced, and agents can focus on more complex, value-added tasks.

As a result, service quality improves while operational costs decrease.

The Most Tireless Member of Your Team: AI
Artificial intelligence in customer service is no longer a futuristic concept. It is already actively used by many organizations today.

With integrated solutions like those offered by Tegsoft, AI-powered tools such as smart IVR, virtual agents, and chatbots help manage workloads, reduce wait times, and make communication more efficient.

A well-trained AI system is always ready and always fast. That alone makes a significant difference in the customer experience.