Migrating to the cloud was just the beginning for contact centres. The next step is activating the AI capabilities already built into your platform. Tools like virtual assistants, predictive routing, and real-time analytics can transform performance and customer experience—if used effectively.
At Inoria, a CallTower Company, we combine over 40 years of contact centre expertise with leading technologies like Genesys, Five9, Kore.ai, and Parloa to deliver scalable, human-centred AI solutions.
5 Best Practices to Unlock the Value of AI in Contact Centers
1. Establish Clear Business Goals for AI
- Define specific challenges AI should solve (e.g., reducing handle time, improving resolution rates, automating tasks).
- Clear goals guide implementation, prioritise features, and align teams.
2. Clean and Centralize Your Data
- AI depends on accurate, accessible data.
- Consolidate customer data into a centralised, cloud-based platform.
- Standardize naming, apply tags, and ensure team-wide accessibility.
3. Engage and Train Your Team
- Ensure agents understand how to work with AI tools.
- Provide training to build trust and confidence in using AI insights.
- Equip leaders to reinforce usage and model behaviour.
4. Document and Standardize Workflows
- Map customer journeys, escalation paths, and resolution steps.
- Consistent workflows make it easier for AI to assist without disruption.
5. Evaluate Your Existing Tools
- Review AI features already available in platforms like Genesys and Five9.
- Check configurations and align tools with business goals.
- Many underused features may already meet your needs.
AI Readiness Assessment
Evaluate your contact centre’s readiness for AI by considering:
Business Readiness
- Have you identified clear goals for AI (e.g., improving satisfaction, cutting costs)?
- Is customer data stored in shared, accessible systems?
- Does AI align with your long-term growth plans?
- Is leadership supportive of your AI strategy?
Technology & Data
- Do you have the right technology (e.g., cloud, data storage) to support AI?
- Can your current system integrate with AI tools?
- Is your data organised and clean for AI to process?
Workforce & Customer Experience
- Are agents ready to use AI tools effectively?
- Do you have a training plan for AI adoption?
- Can AI improve customer experience (e.g., faster resolutions, personalization)?
- Do you have tools to measure AI-driven interactions?
Process, Scalability, and Security
- Have you identified tasks AI can automate (e.g., basic inquiries, routing)?
- Do you have a budget for AI adoption (tools, training, upgrades)?
- Are you prepared to meet data security regulations (e.g., GDPR, CCPA)?
AI Readiness Scoring
- 8+ Yes Answers: You’re well-positioned to implement AI. Focus on selecting the right use cases for immediate value.
- 5-8 Yes Answers: Some groundwork is in place, but address gaps in data, people, or processes first.
- 4 or Fewer Yes Answers: Foundational readiness is lacking. Consider working with a strategic partner to build an AI adoption framework.
Why AI Readiness Matters
Transforming with AI isn’t about chasing the next big feature—it’s about building the right foundation. With clean data, well-mapped processes, and aligned teams, AI can:
- Boost efficiency and reduce manual workloads.
- Improve customer experience with real-time insights.
- Activate powerful platform features you may already own.
How Inoria Can Help
At Inoria – A CallTower Company, we help organisations:
- Assess AI readiness.
- Uncover underused capabilities in platforms like Genesys and Five9.
- Build scalable, people-first AI strategies.
Ready to Get Started?
Explore how AI can transform your contact centre using the tools you already have. Whether you’re just beginning or scaling your AI strategy, Inoria is here to guide the way.
Let’s move from potential to performance—together.