Contact Center Automation: Tools and Trends for the Decade

May 28, 2020
ai in contact centers


Contact Center Automation: Tools and Trends for the Decade

by | May 28, 2020 | Business Process Management


In recent years, contact centers have undergone a significant transformation with the help of automation tools and technologies. With the growing need for seamless customer experiences, businesses are looking to leverage automation to streamline their customer service operations. Call center automation can improve efficiency, reduce costs, and enhance customer satisfaction.

In this blog, we will explore the latest contact center automation trends and tools that are likely to shape the industry in the coming decade. From chatbots and voice assistants to predictive analytics and AI-powered insights, we will take a closer look at the various technologies that are driving the automation revolution in the contact center space.

What Is Contact Center Automation?

Contact center automation refers to the use of technology and tools to automate various tasks and processes involved in customer service operations in a contact center. This includes automating tasks such as routing incoming calls to the appropriate agent, responding to customer queries through chatbots, and automating the process of ticket creation and resolution.

According to recent statistics, the adoption of contact center automation trends is on the rise, driven by the need for businesses to provide better customer experiences while reducing costs. A survey by CCW Digital found that 45% of contact centers plan to invest in AI and automation technologies in the next 12 months. Another report by Grand View Research estimated that the global market size for contact center software and services will reach USD 72.3 billion by 2027, with automation being a key driver of growth.

One of the main benefits of following call center trends is improved efficiency. Automation for call centers can help reduce wait times for customers by routing them to the right agent or providing self-service options through chatbots. It can also reduce the workload of agents, allowing them to focus on more complex tasks that require human intervention. This can lead to increased productivity and reduced costs for businesses.

In addition, contact center automation trends can also help businesses gain valuable insights into customer behavior and preferences through contact center data analytics. This can help them better understand their customers and tailor their services to meet their needs.

Overall, the changing trends in the call center industry reshaped the dynamics of contact centers. As businesses continue to invest in technology and tools to improve customer experiences, automation will play a key role in driving efficiency and growth in this space.

Automation As Contact Center Solution: Use Cases

Contact center automation trends have been playing a significant role in redesigning the contact center landscape in recent years. With the rise of Artificial Intelligence (AI), Natural Language Processing (NLP), and Robotic Process Automation (RPA), businesses can now automate many of the tasks that were once the exclusive domain of human agents.

Most of the customer experience consultants and customer support solutions are now leveraging automation as the key to success.

Let’s explore some of the use cases of automation as a contact center solution.

  1. Chatbots for Customer Support: Chatbots are perhaps the most common example of automation in contact centers. They use AI and NLP to understand customer inquiries and provide quick, accurate responses. Chatbots can handle a large volume of customer interactions simultaneously, freeing up human agents to deal with more complex queries. This is the most popular call center trend. The market for AI in call centers is projected to reach $4.1 billion by 2027.
  2. Voice Bots for Interactive Voice Response (IVR): Voice bots are automated systems that can interact with customers using natural language. They are often used as an alternative to traditional IVR systems that require customers to navigate a menu of options using their keypad. With voice bots, customers can use their voice to request information or complete transactions, which can improve the overall customer experience.
  3. Predictive Analytics for Customer Insights: Predictive analytics uses data to identify patterns and make predictions about future behavior. Contact centers can use predictive analytics to identify customers who are at risk of churn or who are likely to make a purchase. This information can be used to personalize interactions and improve the customer experience. This is one of the most exciting contact center automation trends to stay.
  4. Robotic Process Automation (RPA) for Back Office Operations: RPA uses software robots to automate repetitive, manual tasks. In contact centers, RPA can be used to streamline back-office operations, such as data entry, invoicing, and other administrative tasks. By automating these tasks, businesses can reduce errors, improve efficiency, and free up agents to focus on customer-facing activities. This call center trend is excellent for back-office work.
  5. Speech Analytics for Quality Monitoring: Speech analytics uses AI and NLP to analyze customer conversations for insights into customer sentiment, behavior, and preferences. This information can be used to improve the quality of customer interactions and identify areas where agents may need additional training or coaching.

Contact center automation trends are transforming the landscape of customer experience. By leveraging AI, NLP, and RPA, businesses can streamline operations, improve the customer experience, and reduce costs. As technology continues to advance, we can expect to see even more innovative use cases for automation in contact centers in the future.

Tools for Contact Center Automation


  1. Chatbots: Chatbots simulate conversation with human users. In recent years, chatbots have emerged as a popular contact center automation trend, with many organizations adopting them to improve customer service and streamline operations.
    Chatbots can handle a large volume of customer inquiries and support requests. It can work around the clock and respond to customers’ questions and concerns quickly and efficiently, without human intervention. This reduces wait times for customers and improves overall customer satisfaction for outsourced consultants.
    Moreover, chatbots provide personalized and context-specific support. By analyzing customer data and history, chatbots can tailor responses and recommendations to each individual customer, providing a more personalized and engaging experience.
  2. Interactive Voice Response (IVR): Interactive Voice Response (IVR) is an automated system that enables customers to interact with a contact center using voice or touch-tone inputs. IVR improves call routing and management by accurately identifying the reason for a customer’s call and directing them to the appropriate agent or department. This can help reduce wait times for customers and ensure that customer experience consultants resolve their queries more efficiently. IVR also increases self-service options. Customers can perform a range of tasks such as checking their account balances, making payments, and updating their personal information, without the need for human assistance. This can help reduce the workload of contact center agents and improve overall efficiency and productivity.
    IVR is a call center trend that helps businesses reduce operational costs. By automating routine tasks and allowing customers to self-serve, businesses can reduce the need for human agents, resulting in cost savings.
  3. Robotic Process Automation (RPA): Robotic Process Automation (RPA) is a widely used contact center automation trend to automate repetitive and rule-based tasks. RPA tools utilize software robots or bots that are programmed to perform tasks such as data entry, information gathering, and other manual tasks that are often time-consuming and prone to errors.
    RPA tools can be integrated with existing contact center systems, such as customer relationship management (CRM) systems and helpdesk software, to automate workflows and processes. This integration allows RPA bots to interact with other systems and applications, extract data from them, and perform tasks based on that data.
    RPA also enhances customer experience by reducing wait times and providing accurate information. RPA bots can be programmed to perform certain tasks at specific times, ensuring that customer requests are handled promptly and efficiently, which makes it a promising contact center trend.
  4. Automatic Call Distribution (ACD): Automatic Call Distribution (ACD) is used to manage and distribute incoming calls to the appropriate agent or department. ACD systems utilize a variety of algorithms and routing techniques to ensure that incoming calls are handled quickly and efficiently. It is an excellent automation for the contact center that makes a difference.
    ACD systems can be customized to meet the unique needs of a contact center. For example, some ACD systems may prioritize certain types of calls, such as high-priority or VIP calls, over other calls. Additionally, it can be programmed to route calls based on factors such as the caller’s location, language preferences, or previous interactions with the contact center.
    ACD systems also provide real-time reporting and analytics capabilities, which can help contact center managers monitor performance and identify areas for improvement. For example, managers can track metrics such as average handling time, wait time, and abandonment rates to identify bottlenecks and areas where additional resources may be needed.

Trends in Contact Center Automation


  1. Cloud-based Contact Center Automation: This contact center automation trend involves moving contact center operations from on-premises systems to cloud-based platforms, which offer scalability, flexibility, and cost-effectiveness. Cloud-based contact center automation allows organizations to quickly deploy new services, integrate with other cloud-based applications, and provide a seamless customer experience across channels and devices.
  2. Artificial Intelligence Integration: Artificial intelligence (AI) is increasingly being used in contact centers to enhance customer interactions and automate routine tasks. AI-powered chatbots, virtual agents, and voice assistants can handle simple queries, provide personalized recommendations, and guide customers through complex processes. AI can also be used to analyze customer data and improve agent performance.
  3. Multi-channel Communication: With customers using multiple channels to communicate with companies, contact centers are adapting to support this call center trend. Multi-channel communication involves integrating different channels such as voice, email, chat, social media, and messaging apps into a single platform, providing customers with a consistent experience across all touchpoints.
  4. Machine Learning: Machine learning (ML) is a subset of AI that enables systems to learn and improve from data without being explicitly programmed. In the context of contact center automation trends, ML can be used to analyze customer interactions, identify patterns, and make predictions. For example, ML algorithms can be used to detect customer sentiment, identify potential sales opportunities, and provide personalized recommendations.
  5. Predictive Analytics: Predictive analytics involves using data, statistical algorithms, and machine learning techniques to identify the likelihood of future outcomes based on historical data. In the context of contact center automation trends, predictive analytics can be used to forecast call volume, predict customer behavior, and optimize resource allocation.
  6. Call Routing: Call routing is the process of directing customer calls to the most appropriate agent or department. Automated call routing systems use various criteria such as customer profile, issue type, and agent availability to determine the best route for a call. Advanced call routing systems can also use machine learning to improve routing accuracy and provide a better customer experience.

Benefits of Contact Center Automation


  1. Improved Customer Experience: Contact center automation trends can help improve the customer experience by providing quicker access to information, reducing wait times, and offering personalized interactions. Automation tools such as chatbots and virtual agents can handle simple customer queries, freeing agents to handle more complex issues. Automation can also help create a consistent customer experience across multiple channels and touchpoints.
  2. Increased Efficiency and Productivity: Automation can help contact centers operate more efficiently and productively. Automated tools can handle routine tasks such as call routing, data entry, and appointment scheduling, allowing agents to focus on more complex customer issues. Call center automation can also reduce the time agents spend on administrative tasks and improve call handling times, resulting in more efficient operations and higher productivity.
  3. Reduced Operational Costs: Contact center automation can help reduce operational costs by eliminating the need for additional staff, reducing call wait times and minimizing errors in data entry. Automated tools can handle high-volume tasks, freeing agents to handle more complex issues. Automation can also help reduce the need for physical infrastructure, such as servers and telephony equipment, resulting in lower capital expenditures.
  4. Access to Real-Time Data and Analytics: Call center automation provides real-time data and analytics that can help organizations make data-driven decisions. Automated systems can track and analyze customer interactions, providing insights into customer behavior and preferences. This information can be used to improve agent performance, optimize resource allocation, and enhance customer experience. Real-time data and analytics can also help organizations identify and resolve issues quickly, reducing the impact on customer experience.

Powerful Impact: How Leading Companies Leverage Contact Center Automation

  1. Amazon: Amazon, a global e-commerce giant, leveraged contact center automation ideas to enhance its customer support operations. By implementing automated chatbots and virtual assistants, they streamlined the process of addressing customer queries, tracking orders, and providing product information. This led to reduced wait times for customers, increased efficiency in issue resolution, and improved overall customer satisfaction.
  2. Delta Air Lines: Delta Air Lines utilized contact center automation to optimize its customer service in the travel industry. Through automated voice response systems and AI-powered chatbots, they managed to handle a significant volume of routine inquiries, such as flight status, baggage tracking, and booking changes. This allowed Delta’s human agents to focus on more complex issues, resulting in quicker response times and improved customer experiences. 
  3. Bank of America: Bank of America adopted contact center automation to enhance its financial customer services. By integrating automation into their call center operations, they were able to assist customers with tasks like balance inquiries, transaction history, and fund transfers through self-service options. This reduced the workload of agents, enabling them to concentrate on providing specialized financial advice and guidance.
  4. Uber: Uber, a leader in the ride-sharing industry, harnessed contact center automation to manage driver-partner and rider support. They implemented automated systems to handle common issues such as payment disputes, account verification, and ride feedback. As a result, Uber improved response times, ensured consistency in handling inquiries, and created a more efficient resolution process. 
  5. Netflix: Netflix capitalized on contact center automation to provide seamless customer support for its streaming platform. By deploying AI-driven chatbots, they assisted subscribers with password resets, account management, and content recommendations. This reduced the need for customers to wait for assistance, resulting in higher user satisfaction and a more personalized viewing experience. 

The Future of Contact Center Automation and How It Impacts Businesses 

The future of contact center automation is a topic that explores the evolution of customer service technology in call centers. With the rise of artificial intelligence (AI) and machine learning (ML), contact centers are shifting towards automation, chatbots, and self-service options. This means that customers can quickly and easily resolve their issues without waiting for a live agent.

However, this technology also requires human oversight and intervention to ensure customer satisfaction. Contact center automation trend is a delicate balance between automation and personalization, providing customers with a seamless experience while still maintaining the human touch.

Contact centers are also utilizing data analytics to better understand customer behavior and preferences, allowing for more tailored experiences. Overall, the future of contact center automation is an exciting time for the customer service industry as it continues to evolve and improve.

Contact center automation has a profound impact on businesses. Efficiency gains lead to improved resource allocation and streamlined workflows. Reduced wait times and quicker issue resolution result in heightened customer satisfaction and loyalty. Moreover, businesses can now redirect their human agents’ efforts toward more intricate problem-solving and relationship-building tasks, elevating their roles to those of trusted advisors rather than mere troubleshooters. 

As the customer service landscape continues to evolve, the future of contact center automation offers a promising avenue for businesses to set new standards of excellence. By embracing the power of AI, ML, and data analytics, companies can create a synergy between technology and human touch, shaping a future where exceptional customer experiences are at the forefront of every interaction. 

Closing Thoughts

The implementation of automation for contact centers allows them to concentrate on providing customers with a seamless and hassle-free experience, managing requests efficiently without compromising the human touch, when necessary, from the initial interaction to problem resolution. Apart from improving user satisfaction, the integration of automation technology in call centers is also a catalyst for cooperation and will redefine the responsibilities of agents.

If you aim to enhance customer service, increase employee motivation, cut down expenses, and differentiate yourself from rivals, implementing call center automation trend is an excellent solution. Although it cannot entirely replace your agents, it can provide them with extensive support. The automation of diverse call center procedures may be the key to advancing your business rather than remaining stagnant.


What is call center automation?
Call center automation is the use of technology to automate various aspects of customer service operations in a call center. This can include automating the process of routing incoming calls to the appropriate agent, providing self-service options for customers, using chatbots or virtual assistants to handle routine inquiries, and automating various back-end processes, such as data entry or reporting. Call center automation trends aim to improve efficiency, reduce costs, and enhance the overall customer experience by providing faster and more accurate service while freeing up human agents to handle more complex issues. However, it’s important to note that call center automation should not completely replace human agents, as there will always be situations where the human touch and problem-solving skills are needed.
What are the contact center automation trends of 2023?

Based on current trends in call center industry and advancements in technology, here are some potential contact center trends for 2023:

  1. Increased use of AI and machine learning to improve customer service through chatbots, virtual assistants, and predictive analytics.
  2. A continued shift towards omnichannel customer service, where customers can seamlessly transition between different communication channels such as phone, email, chat, and social media.
  3. An emphasis on customer experience, with contact centers using data analytics to gain insights into customer behavior and preferences, enabling them to offer personalized experiences.
  4. More focus on self-service options, allowing customers to quickly and easily find answers to their questions without having to wait for a live agent.
  5. The integration of augmented reality (AR) and virtual reality (VR) technology to enhance the customer experience, particularly in industries such as retail and hospitality.
  6. The use of Internet of Things (IoT) devices, such as smart speakers and wearables, to provide a more seamless and personalized customer service experience.
  7. A continued focus on cybersecurity, with contact centers investing in technologies to protect customer data and prevent cyberattacks.

Overall, the contact center industry is constantly evolving, and it is essential for businesses to stay up-to-date with the latest trends and technologies to provide exceptional customer service.

What are the benefits of contact center automation?

There are several benefits of contact center automation, including:

  • Improved Efficiency
  • Cost Savings
  • Consistency
  • Scalability
  • 24/7 Availability
  • Personalization
  • Better Analytics

Overall, contact center automation can improve efficiency, reduce costs, enhance customer satisfaction, and provide valuable insights into customer behavior, making it an essential tool for any organization looking to provide exceptional customer service.

How does automation improve customer service?

Automation can improve customer service in several ways, including:

  1. Faster response times
  2. Consistency
  3. Personalization
  4. 24/7 Availability
  5. Self-Service
  6. Handling routine inquiries
  7. Improved accuracy

Overall, automation can improve the speed, consistency, and personalization of customer service while reducing wait times, errors, and costs, resulting in a better overall customer experience.

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