Artificial Intelligence capabilities in the contact center can be truly game changing for the Customer Experience.  Many of the leading contact center as a service providers have native AI capabilities or have integrations to best of breed AI software solutions.

In general, AI is providing contact center managers with instant reporting on agent performance and more importantly, it’s helping contact center agents deliver an optimal experience for the customer.


We have identified 5 major functions where AI is commonly being used in contact centers:

1.  Speech and Text Analytics – is used to identify key events by using transcription and natural language processing. Even sentiment analysis tools are becoming very precise — and can determine the mood of a customer.

2. Agent Assist – allows agents to quickly find answers and provide personalized recommendations for agents in real time

3. Workforce Engagement – are AI tools that analyze employee skills, performance, and behaviors and match contact center agents to specific customers and situations.

4. Predictive Engagement and Predictive Routing – engages clients at the right time and routes them to the right resources

5. Chatbots and Voicebots – insert dialog engine flows to guide clients to the right resources quickly and easily


Contact Center solutions should be sourced specifically for each business use case.  The team of experienced contact center professionals at Macronet Services can help you sort through which technologies will make an impact for your customer and which providers should make the short list.

We represent all the leading CCaaS providers and specialized SaaS plug-ins to optimize your contact center solution.  Contact us anytime to start a conversation about a contact center strategy for your business.