You’ve heard the “AI hype train” complaints of “Generative AI isn’t paying off!” but in the contact center, the ROI is undeniable. Max Ball from Forrester, laid it out in his August 14, 2024 post “Is GenAI Falling Short? Not In The Contact Center,” calling out two proven wins: automated call summaries and RAG-powered “infrequently asked questions” AI Agents. Let’s recap those and then unveil three more AI use-case you need in your contact center, powered end-to-end by Teneo’s conversational AI platform.
1. Automated Call Summarization
According to the article from Forrester, one very common use-case of using AI in contact centers is Automated Call Summarization. Agents dread writing post-call notes, so summaries often end up vague or incomplete. GenAI changes that: it listens to every conversation, extracts the key points, and delivers crisp, structured summaries automatically. No more manual entry, no more guesswork, just high-quality data that feeds your CRM like HubSpot or Salesforce and drives smarter follow-ups.
2. Infrequently Asked Questions (RAG-Powered)
One other popular use-case in contact centers according to the Forrester blog post is RAG powered use-cases. Traditional FAQ bots only handle what you predefine. With retrieval-augmented generation, you point GenAI at your entire document library, product manuals, policy PDFs, KB articles and it dynamically pulls the right answer on demand. Customers get instant, accurate responses to even the weirdest queries, and you slash support costs. Want to get started with RAG? Use Teneo native RAG functionality to get started in minutes!
3. AI Translation & Multilingual Support
Global brands can’t afford language barriers. Teneo natively supports over 86 languages natively, and can use GenAI translation layer to instantly translate and localizes both inbound customer messages and outbound agent replies, across voice and chat so you can offer seamless support in any language your enterprise is located in. One Teneo customer used this exact approach to cut translation costs and save millions without sacrificing customer experience. Where the secret sauce lays in Teneo’s scalability.
4. Adaptive Answers & Personalized Journeys
Generic responses frustrate customers. Personalized ones convert. Teneo lets you build adaptive answer flows that dynamically adjust based on each customer’s history, preferences, and real-time intent. Combine that with personalized journey orchestration where conversations seamlessly escalate from self-service to live agents or schedule callbacks when needed and you deliver experiences that feel intuitive, relevant, and truly human.
5. Real-Time Sentiment Analysis & Proactive Outreach
With GenAI, sentiment analysis identifies frustration by analyzing tone, word choice, and speech patterns throughout the customer journey. Teneo can tailor the experience or answer with empathy-driven responses when signs of dissatisfaction appear. Beyond single interactions, advanced models track sentiment across multiple touchpoints to identify churn risk and initiate proactive outreach such as follow-up emails, VIP callbacks, or personalized offers to turn potential detractors into loyal advocates.
Why are Contact Centers afraid of AI use case?
Many contact centers hesitate to embrace GenAI due to fears around complexity, cost, and disruption. That’s exactly why Teneo exists. We make it easy to roll out powerful AI use cases without ripping out your existing systems or retraining your entire team. Our intuitive AI first platform lets you design and deploy voice, chat, and messaging experiences in days, not months, all with enterprise-grade security, compliance, and control built in. With native integrations to powerful contact centers like Genesys Cloud, and Amazon Connect, Teneo can be integrated to your platform within minutes.
Ready to see the magic in action? Request a Teneo demo and transform your contact center into an AI powerhouse.
FAQs
What are the top 5 AI use cases that are helping call centers achieve success?
The top winning AI use cases include: 1) Intelligent call routing based on customer intent (40-60% improvement in first-call resolution), 2) Conversational IVR for self-service automation (50-70% reduction in agent workload), 3) Real-time agent assistance with AI powered suggestions (30-50% faster resolution times), 4) Predictive analytics for proactive customer service (60-80% reduction in repeat calls), and 5) Automated quality monitoring and coaching for continuous improvement (25-40% improvement in service quality scores).
How do these AI use cases deliver measurable results for call centers?
These use cases deliver quantifiable improvements: intelligent routing reduces transfer rates by 40-60%, conversational IVR increases self-service success by 50-70%, real-time assistance improves agent efficiency by 30-50%, predictive analytics prevents 60-80% of potential issues, and automated quality monitoring enhances service consistency by 25-40%. ROI is typically achieved within 6-12 months.
Which AI use case should call centers implement first for maximum impact?
Call centers should typically start with conversational IVR implementation as it provides immediate customer-facing improvements, reduces agent workload by 50-70%, and creates a foundation for other AI capabilities. This use case offers the fastest ROI (typically 3-6 months) and builds organizational confidence in AI technology.
How can call centers measure success when implementing these AI use cases?
Success metrics include customer satisfaction scores (target 40-60% improvement), first call resolution rates (target 30-50% increase), average handle time (target 20-30% reduction), agent productivity (target 25-40% improvement), and cost per interaction (target 30-50% decrease). Establish baseline measurements before implementation for accurate comparison.
Ready to implement winning AI use cases in your call center? Contact our experts to develop your AI strategy and implementation roadmap.