Artificial Intelligence is taking today’s world by storm, and it seems like everyone is talking about it. Despite how new the technology is, 77% of companies are either planning on using it or already do.
It can offer a range of benefits that allow companies to improve business operations. This can help with productivity, ultimately leading to better results for customers.
At Centris, we always use the best tools available to us so we can deliver the best services. We understand how AI is transforming nearshore outsourcing, and are working to implement it in the most effective ways possible.
This article will look at how Centris is using AI to improve efficiency through backend operations. Let’s dive in.
Solomon: Centris’ AI Portal
Just a few years ago, AI was almost unheard of in most industries. Now, there are all kinds of tools and platforms available that serve a huge range of purposes.
As a business process outsourcing company, Centris is always working to give our clients exactly what they need. This has led to the implementation of Solomon, our internal AI-powered portal.
Many companies are using third-party AI tools, but we have developed Solomon in-house. This has allowed us to build something that’s catered to our business operations, making it as efficient as possible. It has helped us improve how our contact centers operate in various ways.
The main purpose of Solomon is to enhance the performance of our agents and ultimately provide a better customer experience. It integrates a suite of advanced tools based on the demands of modern contact centers.
The Key Features of Solomon
We’ve specifically designed Solomon for our business operations as a BPO. It includes several features that help improve our call center services.
The Call Auditor
We always aim to improve our services, but this can be a resource-heavy process. When analyzing calls, a supervisor will need to take the time to listen to an operator’s past calls and assess them manually. This takes a lot of time, especially with a large team.
Our call auditor is fully automated and uses AI to analyze call transcripts. It uses set criteria to generate a quality assurance (QA) score, sentiment analysis, business insights, and call notes summary. From this, it can produce useful feedback that operators can take on board for future calls.
It also provides detailed QA and performance overviews to supervisors and account managers. They can see how their teams are performing and determine areas of improvement that will help ensure all customer interactions are held to the highest standards.
The Speech Wizard
Effective communication is crucial for anyone who works in customer support. Our Speech Wizard tool is designed to help improve this.
It can analyze and evaluate English proficiency, and then offer strategies for improvement. This empowers agents, helping them communicate with customers clearly and efficiently.
The Magic Notepad
When responding to customer queries, it’s important for any communication to be grammatically correct. This helps ensure your business looks professional.
The Magic Notepad tool can aid agents when they’re producing written communications for any relevant channels. It will help ensure all responses are polished and appropriate to give the right impression to users.
It can also help explain complex terms more clearly. This will prevent confusion that could arise from users not having an in-depth understanding of the topic being discussed.
AI Assistants
Chatbots are already in use not just by nearshore outsourcing companies, but by businesses in all industries. The implementation of AI helps make chatbots significantly more efficient and useful.
The AI assistants within Solomon can give agents instant access to information that they might need. This allows them to provide faster, more accurate customer service.
How Does It Work?
Solomon is one of the best AI tools for contact centers because it integrates various systems into one platform. The first of these is The Web Portal, which allows users to access Solomon. From here, they can use any of the applications, services, or data needed based on their role.
The Data Processing System uses multiple engines to process all of the information gathered by Solomon. It can identify, convert, redact, and process all data before storing it in a knowledge base.
The Knowledge Management System holds all of the information Solomon uses. It’s made up of multiple knowledge bases that the other systems can use as needed.
The AI Large Language Model is perhaps the most important part of the entire platform. It transforms and delivers all data so that it’s clear for users.
The Benefits Our AI Portal Offers
There are various advantages of AI in nearshore outsourcing when it’s used right. Some of the key benefits that Solomon offers include:
Enhanced Efficiency
Efficiency is one of the most important benefits of implementing AI in nearshore contact centers. Solomon handles tasks that would previously fall to agents, giving them more time to focus on customers.
Customers have very high expectations these days, and if a business can’t meet them, customers will quickly seek out alternatives. A high level of efficiency is essential for customer retention.
Improved Accuracy
Advanced AI Analytics can provide highly accurate interactions and data. Fewer errors and improved accuracy are ideal in nearshore outsourcing for improved customer satisfaction.
Streamlined Information Access
Agents rely on clear, accurate data, and Solomon gives them easy access to it. They can find what they need quickly and easily, which reduces delays for customers. This also helps improve customer satisfaction and will go a long way towards building a better brand reputation.
The Future of AI in Nearshore Outsourcing
Solomon is an incredibly advanced AI that offers a range of benefits. With that said, AI technology is still very new and it will only continue to grow from here. As the possibilities increase, we’ll continue to implement the best solutions available to maintain a high level of efficiency at all times.
Centris is a leading bilingual contact center that’s already known for providing exceptional customer support. With Solomon, we’re able to take things to the next level, consistently offering the best customer service available. Take a look at our services page for more details about what we do.
