Call Center

Updated On: Jun 18, 2024

Top 7 AI Call Center Software for 2024 + Best Practices

Reading-Time 14 Min

AI call center software

The advent of AI call center softwares is reshaping the narrative of long wait times, frustrating automated menus, and impersonal interactions with customers. 

Picture this: A customer, William, dials a helpline seeking assistance with a product issue. In the not-so-distant past, he would have navigated a labyrinth of automated options before finally reaching a human representative.

Today, thanks to AI-powered services, William’s journey is smoother and more intuitive. In this blog, we will touch upon the best AI-powered softwares available today, how these solutions are making customer service smoother than ever, and the best practices for adopting AI call center softwares.

7 Best AI Call Center Software in 2024

1. Knowmax

Knowmax

Knowmax is a CX-first knowledge management system that helps you create a single source of truth for your organizational knowledge. By consolidating information into a single source of truth, Knowmax dismantles siloed and inconsistent knowledge experiences, offering a unified platform that boosts agent productivity and significantly improves the overall customer experience.

Knowmax’s AI-powered knowledge management features help your agents and customers with actionable knowledge through next-best actions, visual how-to guides, articles, and FAQs across touchpoints. The powerful AI-backed knowledge base transforms knowledge search for agents into interactive question answering. The AI doesn’t merely stop at search functionality; it extends to analyzing articles and autogenerating FAQs and quizzes. 

With Knowmax seamlessly integrated with your CX tech stack, agents don’t have to wander for the right information, but knowledge finds them within their workflow.

Features:

  • DIY cognitive decision trees for SOP adherence 
  • Micro-segmented analytics to track knowledge base health 
  • AI-driven content migration and creation process
  • AI-powered language translation – more accurate and reliable than Google translation
  • AI content engine to transform static content into next-best action workflows 
  • Ask AI to deliver precise answers to agents with exact knowledge sources 

Pricing: 

Contact sales@knowmax.ai for more information.

2. Dialpad

Dialpad

Dialpad AI is an AI-powered call center software designed for both agents and customers. It has features like real-time transcription capabilities and post-call summaries with actionable insights for agents. Dialpad AI acts as a virtual speech coach, alerting your agents about their speaking speed and filler word usage.

The system’s machine learning capabilities ensure continuous improvement, increasing accuracy over time. Its capacity to accelerate quality assurance processes through automated scorecards reduces the burden on supervisors. The AI Agent Assist provides relevant information from various sources to your agents, empowering them to assist the customers better. 

Features:

  • Simple call routing
  • An integrated WFM solution
  • Streamlined admin workflows
  • Built-in analytics
  • Integrations with your favorite tools
  • Interactive voice response

Pricing:

Essentials – $80 user/mo billed annually

Advanced – $115 user/mo billed annually

Premium – $150 user/mo billed annually

3. Talkdesk

Talkdesk

By incorporating AI into the core of its solutions, Talkdesk is leveraging technology to create a faster, more efficient, and frictionless customer experience throughout the entire customer journey. The CX Cloud and Industry Experience Clouds are infused with generative AI, enhancing customer self-service and empowering agents.

Talkdesk Interaction Analytics captures and analyzes all customer interactions to find key trends and topics and provides insights into customer sentiment. This allows you to make data-driven decisions. 

Another innovative solution is Talkdesk Agent Assist, a personalized AI assistant designed to learn from customer interactions and deliver real-time automated answers and recommendations. With the prowess of generative AI, Agent Assist minimizes after-call work, accelerates handle times, and simplifies the roles of service agents, contributing to a more efficient and streamlined customer service process.

Features:

  • Generative AI to automate customer self-service
  • Captures and analyzes all customer interactions, revealing key trends, topics, and sentiments
  • Equip agents and customers with concise answers to speed up handling times
  • A single cloud platform to unify your contact center and workforce engagement solutions

Pricing:

CX Cloud Essentials – $75 per user per month

CX Cloud Elevate – $95 per user per month

CX Cloud Elite – $125 per user per month

4. Cloudtalk

Cloudtalk

CloudTalk’s AI helps enhance customer interactions by automating repetitive tasks, predicting user behavior, and providing valuable insights to agents. 

By collecting data from every interaction, CloudTalk ensures a comprehensive understanding of customer engagement. The AI-powered insights derived from call summarization and analysis contribute to the creation of accurate customer profiles, enabling the anticipation of user behavior.

The system goes beyond mere automation by understanding customer behavior and emotions, allowing you to anticipate customer needs and assess the effectiveness of your support and sales approaches. 

CloudTalk Copilot takes AI assistance a step further by providing real-time recommendations for in-flight objection handling, reference or icebreaker suggestions, and follow-up emails based on call content. 

Features:

  • Identifies and automates repetitive tasks
  • Predicts user behavior and provides AI-powered insights 
  • 3 way calling
  • Skill based routing
  • VIP Queues

Pricing:

Try any plan free for 14 days.

Starter – $25/month. Per user/month. Billed annually.

Essential – $30/month. Per user/month. Billed annually.

Expert – $50/month. Per user/month. Billed annually.

Custom – Contact sales for a tailor-made offer.

5. Zohodesk 

ZohoDesk

Zoho Desk’s Zia is a contextual AI assistant that helps improve customer interactions and streamlines support processes. Zia operates as a chatbot on both mobile apps and websites, providing customers with a direct channel to seek answers to their queries. 

Zia’s ability to gauge the sentiment behind each customer ticket allows support agents to tailor their responses based on the customer’s mood, ensuring a personalized and empathetic approach. Zia also actively monitors team performance. By alerting managers to unusual spikes in ticket inflow or negative customer feedback, Zia enables proactive handling of potential issues. 

Additionally, the Skill Builder interface in Zoho Desk empowers you to train Zia on specific tasks relevant to your business operations. This makes Zia a versatile tool aligned with unique customer service needs.

Features:

  • Get notified every time there is an unusual activity in your ticket stream
  • Shares relevant solutions from your knowledge base with your customer
  • Easily configurable low-code platform to build self-service
  • Maintain service levels and escalate violations automatically

Pricing:

Standard – $14/user/month. Billed Annually

Profesional – $23/user/month. Billed Annually

Enterprise – $40/user/month. Billed Annually

6. Freshdesk

Freshdesk

Freshdesk’s Freddy AI, an intuitive artificial intelligence solution, is at the forefront of providing efficient and timely customer assistance through chat and email. 

Freddy employs machine learning to streamline customer service processes by automatically suggesting new ticket fields for incoming requests, facilitating efficient routing and prioritization. 

Additionally, its integrated generative AI capabilities enable Freddy to identify customer queries and recommend relevant solution articles. The AI system includes canned responses, a detector for expressing gratitude, and a “Social Signals” function for social listening, helping you assess customer sentiment towards your brand.

Features:

  • Track progress using intuitive reports
  • Provide stellar social media support
  • 24/7 support and faster response times
  • Use solution article suggestions to respond to tickets faster
  • Save time when creating help articles

Pricing:

Growth – $15/user/month. Billed Annually

Pro – $49/user/month. Billed Annually

Enterprise – $79/user/month. Billed Annually

7. Zendesk

Zendesk

Zendesk AI functions as the smart layer within the broader Zendesk platform, utilizing insights from customer-service interactions to improve different aspects of the service experience. This extensive AI integration covers everything from facilitating smarter conversations and bot interactions to offering productivity tools for agents, as well as providing administrators with valuable insights and instant actions.

Zendesk offers two levels of AI functionality to address diverse business needs, ensuring flexibility and scalability in implementing AI-driven enhancements. By leveraging machine learning, Zendesk Advanced AI optimizes the entire customer service journey.

Features:

  • Advanced bots
  • Intelligent triage
  • Intelligent insights and suggestions
  • Macro suggestions for admins
  • AI provides agents with insights and ticket summaries and suggests solutions for identified issues

Pricing:

Advanced AI is an add-on with other plans charged at US$ 50 per agent/month

Best Practices to Utilize AI in your Contact Center 

With so many viable options in mind, it’s always better to understand the best practice for incorporating AI in your contact center. Following are a few ways to do it.

Human in the Loop

AI can do the heavy lifting for critical tasks like creating knowledge, analyzing data, etc., but it should not be misunderstood as a replacement for humans; human expertise needs to be combined with AI to get the best results. 

Instead of replacing human agents entirely, focus on using AI to complement their skills and expertise. AI can handle repetitive tasks, provide real-time guidance, and automate administrative processes, freeing up agents to focus on more complex interactions and customer relationships.

Build Reliable Knowledge Infrastructure for AI

Creating a robust foundation for AI to access and utilize relevant information is essential. A well-structured knowledge base ensures that AI-driven systems can provide accurate, up-to-date, and contextually relevant responses to customer inquiries, contributing to a seamless customer experience.

Start with Low-Hanging Fruit

Begin by implementing AI solutions for tasks that are repetitive, time-consuming, or have a high volume of inquiries. This will allow you to quickly gain experience and demonstrate the value of AI without disrupting your entire contact center operations.

Start Small and Scale Up

Begin with a limited pilot program to test the effectiveness of AI in your contact center. Once you have demonstrated positive results, you can gradually expand AI usage across your organization.

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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