There are so many things you can do with AI. It can be overwhelming. Like most journeys, the first step can be the hardest.
Begin With Small, Measurable Tasks
When approaching AI implementation, start small rather than attempting sweeping changes. Look for specific, measurable, and typically repetitive tasks that could benefit from automation. Focus on automating individual tasks rather than entire job roles.
For example, in a contact center environment, agents perform numerous tasks daily. Instead of replacing human agents entirely, identify specific functions that AI can enhance.
One opportunity for significant, measurable results is the use of AI for call summarization. This automates the documentation process agents must complete during or after calls.
Benefits include:
-
- Reduces after-call handling time
- Allows agents to focus on customer interaction rather than documentation
- Increases agent satisfaction by eliminating tedious work
- Improves overall efficiency
- Reduction in time callers spend in queue
A less obvious example is background noise reduction in headsets. On the surface, this doesn’t seem like an area where there can be significant results. After all, noise cancelling headsets have been around for a while.
However, AI-powered headsets can filter out non-voice sounds in real-time on both ends of the conversation. This goes beyond basic noise cancellation, providing measurable benefits such as:
-
- Enhances call transcription quality for better quality assurance
- Enables accurate sentiment analysis
- Reduces average handle time by minimizing repetition
- Improves conversation quality
Building Momentum
Successfully implementing small AI projects with measurable results creates confidence and momentum for tackling more complex challenges later.
Before starting your AI project, we recommend that you start with an AI Readiness Assessment to ensure that the foundational building blocks for a successful project are in place.
