Introduction

Artificial intelligence is no longer an experiment—today, it is actively used in contact centers around the world.

Companies are implementing AI-based solutions to speed up customer service, reduce costs, automate routine processes, and improve communication quality.

Whereas contact centers used to depend solely on operators, now a significant portion of tasks are performed automatically, faster and more accurately.

What AI can already do in contact centers

1. Automatically recognize and analyze calls

AI can:

• convert speech to text
• highlight key phrases
• identify customer emotions
• detect operator errors
• assess script compliance

Previously, this was done manually by supervisors, but now neural networks can do it in seconds.

2. Respond to typical questions via chatbots

Modern chatbots handle up to 60–80% of standard requests:

• price
• order status
• work schedule
• product availability
• general instructions
• frequently asked questions (FAQ)

This reduces the workload on operators and speeds up the processing of requests.

3. Provide real-time prompts to operators

AI analyzes conversations on the fly and shows operators:

• recommendations
• useful phrases
• examples of wording
• script steps
• product information

This improves service quality and speed.

• AI distributes:
• calls
• chats
• messages from social networks depending on operator workload, request type, and customer priority.

This reduces waiting times and improves the customer experience.

5. Generate reports and analytics

AI independently collects:

• reasons for calls
• frequency of errors
• operator productivity
• peak loads
• customer satisfaction (tone of voice)

This allows managers to make decisions based on data rather than guesswork.

How AI reduces the workload on operators

1. Handles routine questions

Operators no longer have to deal with:

• repetitive questions
• status clarifications
• questions about prices
• FAQs

This saves up to 40% of working time.

2. Helps you have more conversations

With AI prompts, the operator:

• responds faster
• makes fewer mistakes
• appears more competent

And can handle 2–3 times more requests.

3. Reduces stress and turnover

When part of the routine is taken over by the neural network, operators:

• are less tired
• burn out less often
• work more consistently

This directly reduces turnover.

How AI benefits businesses

1. Faster service

Faster responses.

More efficient processing.

Fewer errors.

2. Savings on operators

There is no need to hire a large number of people for routine tasks.

AI takes on part of the workload.

3. Improving service quality

AI monitors service standards.

It controls speech.

It helps to follow scripts.

4. Scalability

Has the load increased?

AI easily handles a large number of typical requests.

What lies ahead for contact centers in the next 1–3 years

60% of typical inquiries will be handled by AI bots

It is already clear that this is a reality.

Operators will become “experts” rather than “scripted robots.”

They will only handle complex and non-standard issues.

Automatic call quality assessment will become the norm.

Systems will analyze:

• emotions
• speech rate
• tone of voice
• accuracy of information
• adherence to the script

The implementation of AI will become a competitive advantage

Companies that are implementing AI now are already winning in terms of speed, quality, and cost of service.

Conclusion

AI is completely transforming the work of contact centers: it automates routine tasks, improves communication quality, and reduces costs.

Businesses that implement AI today are making huge strides: more customers, lower costs, and better service.