As artificial intelligence elevates daily operations, taking advantage of its capabilities is one of the best ways to stay ahead of the curve in business. Using AI for answering customer service calls and optimizing team meetings can enhance collaboration, boost efficiency, save money and keep your customers happy.
How AI Enhances Collaboration on Team Calls
AI can enhance your company’s unified communications or VoIP system in the following ways.
Preparation
Calls are smoother and more productive when your team reviews progress, goals and specific discussion points. AI can use machine learning to summarize recent documents, emails, tickets and decisions. Each employee on the call should have enough advance notice to prepare their ideas and talking points, helping your team develop plans and reach resolutions faster.
Real-Time Knowledge Assist
An AI-powered call system can pull relevant documents, runbooks, policies and past decisions as various topics arise. It acts as a virtual assistant, delivering the information your team needs to collaborate effectively and reach decisions promptly. If necessary, AI can also find an expert for you and add them to the call with a quick summary.
Captions and Translation
Ensure every team member on the call can easily access and understand the conversation with real-time translation and captions. AI can translate calls in real time, providing captions for multilingual teams to ensure everyone has the necessary information to contribute to the conversation and move decisions forward.
Analytics for Balanced Participation and Increased Teamwork
AI can improve teamwork with analytics and inclusivity. Talk-time analytics report how much each team member contributes to the call, providing gentle nudges to encourage balanced participation. An AI-powered system can also search glossary terms on demand and clarify jargon or acronyms, ensuring everyone understands discussion points and remains aligned throughout the conversation.
Greater Alignment and Outcomes
Follow-up outreach after a call is vital for reaching desired outcomes. AI can keep your team on the same page across channels with call summaries that link directly to communication channels such as project tickets, emails and chat threads. It can also send transcripts, summaries and suggested replies to employees who couldn’t be on the call. With cross-meeting memory capabilities, an AI-powered system can highlight team decisions and where you document them.
AI automatically captures deadlines and necessary actions, pushing tasks to your customer relationship management system and various project management software tools. Your team will organize and track tasks, reaching goals faster so you can meet deadlines on time.
Analytics and Coaching
AI-powered analytics identify trends, meeting load insights and follow-through rates by team or project. An AI-powered system can also act as a private coach, providing clarity tips, identifying filler words and reminding you when to mention all stakeholders in a call.
How AI Is Changing Customer Call Answering
AI can also enhance your customer call answering processes, freeing your team to collaborate and focus on other high-value tasks. Traditional customer service methods involve long wait times and inconsistent information, which can frustrate customers. AI-powered communication solutions offer the following capabilities.
Human-Like Automated Call Answering
Though traditional menu-driven systems often confuse and annoy callers, AI provides a more conversational experience. ML and natural language processing capabilities personalize interactions and meet customer needs faster by responding to questions and statements the way a human might.
Instead of listening to a list of options, customers can talk to an AI system like it’s a real person. If necessary, an AI-powered system can also route calls to human agents with a summary of the customers’ needs and data.
Internal Company Data Crawling for Formulated, Accurate Replies
If you want to help more customers with your automated call system, you need AI customer service tools that use company data to learn about your business and callers’ needs. AI systems can crawl your internal information to formulate relevant, accurate replies and do the following:
- Identify trends and common pain points customers experience
- Automate routine queries
- Increase first-contact automated call resolutions
- Allow customers to reach the answers and resolutions they need faster
Benefits of AI in Phone Systems
Implementing AI in your team calls and automated customer call systems offers the following advantages.
- Efficiency: AI helps people solve challenges, share information, make vital decisions, complete tasks and serve customers faster. With AI, your team can be more productive and reserve more time for critical tasks.
- Cost savings: An AI-powered system reduces operational costs through automation, so you can allocate your resources more efficiently.
- Enhanced accuracy and consistency: Using AI enhances accuracy, providing consistent information based on your company’s internal data. You can make more informed decisions on team calls, while providing your customers with correct information and valuable solutions. AI also reduces the risk of human error when gathering and delivering information.
- Personalized customer experiences: AI tailors responses based on customer data and history, increasing customer satisfaction with each service call.
Addressing Concerns and Challenges
As AI advances in technologies and industries, it’s understandable to feel unsure about the changes it may bring. However, embracing AI is one of the best steps you can take toward advancement and outperforming your competition. Here’s how to address typical worries about AI within your company or organization.
Job Security
While many people worry that AI might replace them, it’s more realistic to view technology as a tool that enhances your team’s capabilities — not one that takes their place. AI creates new job opportunities daily. For instance, we’ll need skilled professionals to optimize AI-powered systems and ensure they continue running effectively and ethically.
Data Privacy
Protecting company and customer data is essential, and it helps you comply with regulations such as the General Data Protection Regulation, the Health Insurance Portability and Accountability Act and the Gramm-Leach-Bliley Act. Advanced measures such as encryption and anonymization ensure information remains private when you use AI in your operations.
Human Connection
Human empathy is crucial in customer service interactions and team meetings. AI gives your team more time to focus on sensitive or complex matters, handling repetitive customer experiences so you can prioritize customers with more significant needs.
How to Implement AI in Customer Service and Collaboration Efforts
Here’s a quick checklist to optimize AI for your company’s collaboration and customer service targets.
- Identify repetitive and complex tasks: Before implementing AI, differentiate between rote responsibilities and challenging ones that require critical thinking and human interaction.
- Choose compatible tools: Choose AI communication tools that integrate seamlessly with your existing systems and programs.
- Implement cybersecurity measures: Install and maintain robust cybersecurity measures to ensure reliable data protection and regulatory compliance.
Implement AI Into Your Collaboration and Customer Service Processes With Morefield’s Expert Guidance
AI can significantly improve your team’s collaboration and customer service, but it requires thoughtful implementation. Morefield can enhance your customer service and unified communication or VoIP communication systems with advanced AI technology.
Our experts will advise you on the best options and optimize solutions to meet your precise needs and maintain regulatory compliance. Contact us to learn more about our services and how we can help you collaborate and meet customer needs effectively.