With the rise of AI over the last two years we’ve seen some fantastic, and also not-so fantastic uses of the technology; many of these AI companies offer the world with how useful their tool is but in real-use case is limited on what it can actually offer. 

Building on from this there are also many scenarios where customers who hold sensitive data are also signing up to and quietly implementing these AI tools via SSO application registration into their Microsoft environment without realizing that the data these tools capture from them is being held outside of the UK or EU in contravention with GDPR & Data Protection legislation.

At MSP Phones, we understand the possible issues and implications of incorrectly leveraged AI and how that can impact your business – you can rest assured knowing that you’re in safe hands when our technicians are building your VOIP-integrated AI into your system.

An example of an excellent implementation of AI in a way that’s useful for a business (in the case of our sister company) is as an AI call center agent.

Use case – AI call center agent

The AI agent introduces itself as an AI letting the customer know that the team are currently busy on the phone. The agent is integrated into their CRM system, so if the customers number is registered there it’ll open with “Just to confirm, am I speaking with PersonY at CompanyZ?”

Following this, the agent will then ask for a description of the issue the customer is facing, then ask if the number they called on is the one they want a callback on and, if it isn’t, ask for a number to be provided for a callback.

Once the agent has all this information, it then informs the customer that a ticket has been raised and that an agent will call them back when next available.

Upon close of call, the AI agent will then, using another integration, open a ticket directly in the companies ticket system with all the details given to the agent, a full transcript of the conversation with the AI, call duration and a number to ring back on. 

In comparison to the call center companies, we would see that there would be a delay of 5-10 minutes between the call being taken and submission of the issue which when working in a service environment, with some customers having Service Level Agreements to reach to call back within a certain amount of time – every minute saved counts!

This has also lead to our sister company having a 90% reduction in call center costs with the added bonus that the agent we implemented passes on the information exactly how the customer said it, not how the call center agent interpreted it; rather than getting a ticket regarding a “printer issue”, the helpdesk agents get a ticket about “the printer upstairs in the corner is no longer working and is making funny noises, it’s that one that broke last month, it might need replacing” increasing the information available to the helpdesk agents to allow them to better prioritize urgent jobs and have much more information about the problem at hand instantaneously.

Many call centers operate on a cost per minute basis, after using a few of these services our sister company noted that, upon further scrutiny of the calls being handled, that customers were being put on hold as the call center agent “attempted to see if PersonY was free”; this is despite the fact that the customers knows that if they’re speaking to them, that they’re definitely not available and further inflating the cost of the service.

In short, leveraging AI in this use-case not only allowed their technicians to get more impactful information about the issue and it being delivered near instantaneously upon termination of the call, but also allowed for a massive reduction of spend in that area.

Interested?

Contact us on +44 3300 883 200 to schedule a meeting on whether we can implement VOIP based AI that is tailored to your business needs. Prices for implementation are POA as complexity can vary; something simple and quicker to implement will always be cheaper than something infinitely complex.

This service can only be engaged in by customers that are using our phone system; we do not do offer AI implementations for services provided by other providers