Enhancing Employee Experience in the Contact Center Industry: Leveraging AI for Greater Efficiency and Engagement

Throwing back to our last Conference of The Best Contact Center Indonesia 2024, we had the honor of hearing from esteemed representatives of various leading companies. They shared invaluable insights on how AI is revolutionizing efficiency and engagement in the contact center industry.

Arief Ramdhan Gunawan, Product Manager at Phintraco, highlighted the role of AI and chatbots in improving customer experience across call and chat services. They introduced several potential AI-driven bots that can be implemented in contact centers, such as Quality Bot, which assists in quality assurance, Scoring Bot that evaluates call and chat recordings, Time Flight Bot for workforce scheduling, Knowledge Bot that serves as a knowledge base and management tool, and Resume Bot that summarizes conversations from calls and live chats.

SB. Diah Pudjiastuti, BPO Director of RADIKARI, emphasized the principle of “happy employee, happy customer,” urging companies to design contact center processes that benefit employees and customers. AI plays a crucial role in alleviating agents’ workloads caused by non-integrated systems and the need for continuous product knowledge updates. By acting as an assistant, knowledge base, sentiment analysis tool, integrated CRM, and workforce management solution, AI enables agents to focus on enhancing product knowledge, reducing human error, and achieving a better work-life balance.

Nova Panala, VP of Business Development at eCentrix, explored the benefits of AI in outbound call channels to enhance employee experience. AI-driven outbound calls improve sales efficiency by automating agent scheduling and task management, optimizing costs, and driving exponential revenue growth. AI also assists in product recommendations, determining the best time to call, quality assurance, and chat classification, making outbound operations more effective and impactful.