How to improve customer experience with AI in contact centers
The new era of customer experience
For years, contact centers have been the heart of customer service. However, rising user expectations, the need for immediate responses, and the complexity of processes have rendered traditional customer service insufficient.
Today, artificial intelligence (AI) has become one of the most powerful tools for improving customer experience (CX). Its ability to automate, learn, predict, and personalize is completely transforming how businesses interact with their customers.
If your goal is to offer a faster, more efficient, and more memorable service, this article will show you how to leverage AI to take your contact center to the next level.
1. Automate repetitive tasks to free up team time
One of the first signs that a contact center needs AI is the amount of time spent on repetitive tasks.
Questions like:
“What are the hours?”
“How do I pay my bill?”
“What is the status of my application?”
They are ideal for automation using chatbots or AI-powered virtual assistants.
Immediate benefits:
- Answers in seconds.
- Reduced waiting time.
- Lighter operation during peak demand.
- Advisors freed up for value conversations.
A report from McKinsey (2024) highlights that automation applied to the service can reduce up to a 40% operating costs and improve response speed by more than 60%.
2. AI to personalize real-time interaction
Customer experience improves dramatically when they feel that the company knows them.
AI enables:
Identify the customer before they speak to an agent.
Remember your history.
Predict their needs based on past behavior.
Adjust tone and messages automatically.
This transforms a standard interaction into a much more relevant experience.
Practical example:
If a customer frequently checks their account statement or order history, AI can recognize patterns and generate more accurate and proactive messages.
3. Predicting needs and proactive problem-solving
AI doesn't just respond: it also anticipates.
With predictive models, contact centers can:
- Detect problems before they occur.
- Predict an increase in chat or call volume.
- Identify customers who might defect.
- Suggest proactive actions to the agents.
This reduces customer frustration and increases the perception of efficiency.
4. Intelligent assistance for agents
AI does not replace agents; it enhances them.
Today there are tools that allow them to:
- View real-time answer suggestions.
- Access relevant information without manual searching.
- Get automatic summaries of conversations.
- Receive recommendations based on the context.
This speeds up service, improves accuracy, and reduces the learning curve for new employees.
According to Gartner (2024), contact centers that integrate AI assistants for agents achieve productivity improvements in a 30% in the first three months.
5. Advanced analysis to improve operations
AI allows the analysis of thousands of conversations in seconds, something virtually impossible for a human team.
With this, your company can:
- Identify trends.
- Identify pain points in the service.
- Evaluate customer sentiment.
- Measure team performance in real time.
- Identify sales or improvement opportunities.
The more information you have, the more accurate your action plan will be.
6. Integration with enterprise systems for a smoother experience
One of the keys to improving the customer experience with AI is to integrate it with:
- CRM.
- ERP.
- Billing systems.
- Ticketing platforms.
- Internal databases.
When AI accesses real-time information, the customer experience becomes faster, more consistent, and more reliable.
Example:
iKono Chat It can be integrated with other systems to enable automated queries, data verification, and intelligent responses without human intervention.
Conclusion: AI is not the future, it's the present
Improving the customer experience is no longer optional.
Users expect speed, clarity, personalization, and immediate solutions.
Artificial intelligence allows:
- Serve faster.
- Reduce costs.
- Improve the quality of service.
- Predict needs.
- Make data-driven decisions.
- Create unforgettable experiences.
Companies that integrate AI into their contact centers in 2025 and 2026 will be the ones that lead the service transformation in Latin America.
Do you want to transform your customer experience with AI?
At iKono Telecomunicaciones, we help companies throughout the region implement smart solutions such as iKono Chat and AI integrations for customer service, sales, and support.
Fountain: iKono Telecommunications supported by AI
#We invite you to read our blog post «Are your customers waiting too long? How to reduce response times without sacrificing quality»
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