Around the World: Successful Use Cases of AI in Contact Centers

How can enterprises implement AI for contact centers? Let’s find out some popular use cases gaining traction across industries.

• Use Case #1 – AI systems for emergency response centers

  911 response centers in the US are deploying AI tools to handle non-emergency calls. In a 2023 survey of 9-1–1 centers, 82% of respondents cited understaffing, with 74% reporting burnout.

AI-powered triage systems can prioritize calls during high volume or non-emergencies to optimize agent efficiency. AI can also help dispatchers with real-time translations and speech processing in fast-paced scenarios. The latter not only helps with keeping call records but also flags key details such as location and the nature of the emergency — empowering responders to focus on issue resolution and not on documentation.

Thus, AI deployment in high-impact sectors like healthcare emergency and disaster management can help bridge the gap between critical needs and timely responses, powering better outcomes.

• Use Case #2 – Self-service in insurance

  Insurance enterprises are leveraging AI-driven contact centers beyond the pleasures of self-service and more toward proactive support. Consider a scenario where a customer reports property damage to their home insurer.

The insurance AI assistant authenticates the customer and guides them through the claim process. It also asks questions to help the customer understand the situation, such as the extent of the damage, the potential cause, and any immediate safety concerns.

Throughout the process, the homeowner receives automated updates on their claim’s progress and simultaneously they can also ask the AI questions about the next steps, coverage details, or temporary accommodation options if needed. If the issue warrants complex problem-solving, like coverage disputes, the AI guides the policyholder to a live agent for better resolution.

• Use Case #3 – Cognitive assistants for human-like interactions

  Many payment solution enterprises have a global customer base that traditionally requires a massive contact center team — with representatives fluent in various languages. However, modern contact center AI solutions can deploy intelligent assistants with advanced speech-to-text and text-to-speech technologies for handling multilingual inquiries.

Moreover, with the advent of generative AI, improved context recognition among AI assistants can make conversations as natural and human-like as possible.

Additionally, fintech companies can also integrate a customized voice persona for the AI assistant to foster a consistent brand personality for all customers across borders.

• Use Case #4 – Contact center automation

  In travel contact centers, AI can reduce the burden on agents by automating repetitive tasks like flight rebooking after cancellations. An AI system can analyze the traveler’s preferences based on past records, identify alternative flights based on real-time availability, and eventually guide them through the rebooking process — all without human intervention.

This improves their fast contact resolution (FCR) numbers, thus reducing the need for follow-up calls, which is a key performance indicator of customer delight — customer satisfaction rates can decrease by 45% when an issue is not resolved at first contact.