The application of artificial intelligence (AI) and machine learning (ML) can turn a contact center
into a profit center, which improves the customer experience while reducing expenses.
The benefits of machine learning in
solving contact center challenges
Increase business opportunity
Increase customer satisfaction
• Reduce call wait times
• Quickly route questions to the right
agent
• Decrease time to resolution
Artificial intelligence
Any technique that enables computers to
mimic human intelligence using logic, if-
then statements, and machine learning
Machine learning
A subset of AI that uses machines to
search for patterns in data to build logic
models automatically
Increase agent productivity
• Reduce call volume
• Offload repetitive questions to
chatbots
• Enable real-time assistance
• Reduce costs via self-service
technologies
• Increase amounts of high-quality data
on customer satisfaction, potential
product issues, and agent training
• Deliver faster, more effective service,
leading to higher NPS/CSAT scores
AI and ML Benefits AI or ML: What's the difference?
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