Conversational AI and call center automation

What previously depended exclusively on human agents is now complemented, and even optimized, by systems capable of understanding natural language and responding intelligently.

We will look at the importance of call center automation, as well as how conversational AI influences all of this, becoming practically one of the main pillars of the entire process.

What is conversational AI?

To put things into context, we first need to understand what we mean when we talk about conversational AI. Although we can find plenty of information about it, conversational AI is a part of artificial intelligence designed to allow, for example, chatbots to understand, process, and generate natural language. To achieve this, it combines a series of technologies:

• Natural Language Processing (NLP)
• Language understanding and generation models
• Machine learning, learning from each interaction

In the context of call centers, we can see conversational AI in virtual assistants or chatbots that can handle calls automatically with prior assistant configuration, and with this, we move toward call center automation. The result is a more agile service, available 24/7, with the ability to handle large volumes of interactions.

How can I have conversational AI for call center automation?

Having conversational AI for calls involves several factors. First, having a virtual number to connect the virtual assistant is one of the main requirements. Although it's true that some platforms offer virtual numbers along with the virtual assistant service, many others do not.

The best option, as a recommendation, is to choose a virtual number from the more than 100 countries offered by Megacall, and once you have your number, you can connect it with the conversational AI platform available to integrate with Megacall.

To build your AI agent, you need to be clear about the objectives and ideas regarding what your assistant will actually do. For example: What problems can it solve? Frequently asked questions, appointment management, offering services, etc. All this information must be previously provided to the assistant.

Once your virtual assistant is created and connected to your Megacall virtual number, it will be ready to make and receive calls, and can even connect to an extension of the free PBX, manage calls outside working hours or during holidays, or transfer calls to another department or agent if necessary. This is the conversational AI that can be implemented in call centers and other customer service sectors.

• Sign up on the Megacall platform.
• Choose your favorite virtual number.
• Connect your Megacall number to the virtual assistant.
• You can now launch your conversational AI.

Advantages of automating calls for Call Centers with conversational AI

Using conversational AI together with a Megacall virtual number and the options offered by its PBX can bring great benefits. It's not only about automating many daily and repetitive processes, but also:

• Increased sales. Since customers can quickly access a virtual assistant, they interact more frequently with companies, as they get what they are looking for immediately and avoid waiting times. With customer loyalty thanks to fast service, conversational AI can be configured to offer services/products or even recommendations to the client.
• Cost-effectiveness. Providing customer support through conversational AI significantly reduces personnel costs. Additionally, as all telephony is cloud-based, it saves costs associated with traditional telephony (infrastructure, high rates).
• Scalability. Conversational AI stands out for easily adapting to the growth and needs of call centers and businesses in general. In the case of Megacall, this capability is even stronger, as AI can be flexibly integrated into as many extensions as needed.
• Personalized customer service. Automated systems can offer personalized responses. With Megacall, they can access the customer's history, understanding their preferences or the context of the conversation.
• 24/7 availability. With conversational AI, customer support can be offered all day. Through Megacall's PBX and your assistant connected to the extension, it can handle calls outside working hours, during holidays, or when the agent is unavailable, ensuring the customer is always attended to.

Conversational AI practical uses

Some of the most common examples where we can see conversational AI are:

• Customer service chatbots. These are assistants primarily designed to respond to common customer inquiries, solve frequent questions or problems, and provide information about services, products, or the company.
• Reservation systems. Another very common use is virtual assistants for reservations, mainly for hotels, restaurants, and all sectors with high reservation volumes. They can also be used to schedule appointments, such as for dentists, veterinarians, or beauty services.
• Sales virtual assistant. There are also chatbots that guide the customer toward a recommended product or service for purchase, offering promotions or current deals based on their preferences.
• Appointment or payment management. In addition to scheduling appointments, conversational AI can contact clients to remind them of these appointments, modify them if necessary, or also remind them of payment due dates.

FAQs

Can AI handle my calls?

Yes. With the proper integration of your virtual assistant with the Megacall PBX, AI can not only answer calls but also make calls to potential clients if programmed to do so, for example, for reminders. If human assistance is required, the call can be transferred to the corresponding agent.

Can I integrate conversational AI directly into my Megacall extensions?

Yes. With Megacall, it's very easy. You just need to get your virtual number and connect it to your free PBX. Once your virtual assistant is created, you only need to connect it to the extensions where you want an AI agent. You can configure each extension so that the call flow is optimized for your business or needs.

How is conversational AI different from traditional chatbots?

Traditional chatbots operate in a fixed manner and have very limited flexibility in responding. In contrast, AI agents use advanced language models to understand intentions and provide natural, flexible responses. This allows them to offer personalized customer service.