Published : September 4, 2024AI is now everywhere, and it’s reshaping how we interact with technology. The call center sector is no exception, with numerous AI call center solutions in the market.
In fact, 67% of customers prefer self-service options powered by AI, which highlights its growing importance.
But how can these tools transform your customer interactions? Let’s explore 7 top AI call center software options for 2024.
What is AI Call Center Software?
AI call center software is an advanced system designed to handle customer service interactions using artificial intelligence technologies. Unlike traditional call centers, which rely on human agents, AI call center solutions incorporate machine learning and natural language processing (NLP), to assist or replace humans.
For example, AI in customer service can manage routine inquiries, automate ticketing processes, and provide personalized responses based on customer behavior and history. As a result, businesses can resolve issues faster, increase customer satisfaction, and cut operational costs.
By using AI, contact centers become more efficient, answer questions faster, and provide a better overall experience for customers.
Speed to lead directly impacts lead conversion rates – responding within 5 minutes can increase conversion by 21 times compared to a 30-minute response time.
Meeting customer expectations for prompt service is crucial, as slow responses can lead to frustration and the loss of prospects to more responsive competitors.
Rapid lead engagement allows you to capture prospects when their interest is at its peak, improving lead quality and potential value.
Implementing automated lead routing, scoring, and prioritization systems can streamline your response process and ensure high-priority leads receive immediate attention.
Empowering and training your sales team on effective lead management practices, communication skills, and CRM tools is essential for maintaining a culture of responsiveness.
7 Best Call Center AI Software
Let’s dive into the 7 best AI call center solutions. We’ll explore their main features, pros & cons, and pricing to help you figure out which one is the best fit for your business.
| Company | Rating | Plan | Top Features | Learn More |
|---|---|---|---|---|
 | Basic: $0/month Starter: $18/month Professional: $30 /month Ultimate: $42 /month |
| Learn More | |
 | Digital – $149 Core – $149 Premium – $169 Optimum – $199 Ultimate – $299 |
| Learn More | |
 | CX Cloud Essentials: $85 per user/per month CX Cloud Elevate: $115 per user/per month CX Cloud Elite: $145 per user/per month |
| Learn More | |
 | Standard Plan: $15 per user per month Pro Plan: $25 per user per month Enterprise Plan: Custom pricing |
| Learn More | |
 | Essential Suite: $135/mo Core Suite: $169/mo Complete Suite: $209/mo CXone Mpower: $249/mo |
| Learn More |
The following AI contact center software solutions are based on research and industry insights. While these tools are widely recognized for their features and capabilities, it’s important to assess each option according to your specific business needs. Pricing, features, and availability may vary, so always confirm details directly with the provider.
1. CallHippo
CallHippo is an AI call center software that helps improve sales and customer support. It uses advanced AI technology to provide real-time call insights and coaching, making customer interactions more efficient and effective.
With AI features like automated responses and customer sentiment analysis, businesses can make better decisions and understand their customers better. Besides, CallHippo also supports multiple languages and keeps data accurate, making it easier for companies to connect with people around the world.
Key Features
- AI-enabled voice assistants
- Speech analytics
- Multilingual brand voice
- Sentiment analysis
- Talk-to-listen ratio
- Call performance rating
- Automates responses, making customer interactions smoother and boosting productivity.
- Analyzes customer feelings, helping tailor sales strategies better.
- Offers real-time call insights, improving efficiency and decision-making.
- Initial setup might take time to connect with your favorite apps and tools.
- AI-generated insights may need to be checked manually for accuracy.
Pricing
CallHippo provides three plans, as follows:
- Starter Plan: $18/User/Month (Ideal for startups & small businesses)
- Professional Plan: $30/User/Month (Ideal for SMB sales & support marketing teams)
- Ultimate Plan: $42/User/Month (Ideal for enterprises)
*Pricing as of 21-10-2024.
See What Customers Have to Say About CallHippo:
with CallHippo AI
- Sentiment analysis
- Topic extraction
- Performance rating
2. Five9
Five9 is an AI-powered call center software designed to improve customer service and sales efficiency. It provides real-time analytics, AI-driven automation, and intelligent call routing, helping businesses handle customer interactions seamlessly.
With features like predictive dialing, automated workflows, and omnichannel support, Five9 empowers companies to deliver personalized customer experiences while improving operational efficiency across multiple communication channels.
Key Features
- AI-driven automation
- Intelligent call routing
- Predictive dialing
- Automated workflows
- Omnichannel support
- CRM integration
- Workforce optimization
- The platform supports omnichannel communication, increasing customer engagement across multiple platforms.
- It scales effortlessly with cloud-based architecture, supporting growing business needs.
- Seamlessly integrates with popular CRM systems, improving customer relationship management.
- It has limited customization options for certain integrations and features.
- Can be expensive for smaller businesses, especially with advanced AI features.
Pricing
- Digital: $175/mo
- Core: $175/mo
- Premium: Contact sales for flexible pricing
- Optimum: Contact sales for flexible pricing
- Ultimate: Contact sales for flexible pricing
*Pricing as of 21-10-2024.
3. Talkdesk
Talkdesk is an AI-powered contact center solution, designed for businesses of all sizes. It provides a range of AI tools to help companies offer efficient and modern customer service. By using AI technology, Talkdesk automates many parts of the customer experience, making it easier for customers to help themselves and engage across different channels.
Moreover, Talkdesk aims to improve customer satisfaction, streamline operations, and lower costs while being flexible enough to meet the needs of various industries.
Key Features
- AI for self-service
- Call transcription for time saving
- Omnichannel engagement
- Workforce engagement
- Customer experience analytics
- Industry-specific clouds
- Low-code customization
- Automates customer self-service, saving agents’ time and improving efficiency.
- Offers a flexible platform with pre-built integrations and customizations.
- Provides comprehensive analytics and insights for better customer interactions.
- Limited features are available for offline use, which can be restrictive in low-connectivity environments.
- The quality of customer support can vary, with some users experiencing slower response times.
Pricing
Talkdesk offers four pricing options.
- CX Cloud Essentials: $85 per user/per month
- CX Cloud Elevate: $115 per user/per month
- CX Cloud Elite: $145 per user/per month
- Experience Clouds: Please connect with the vendor for pricing
*Pricing as of 21-10-2024.
AI Cold Calling: Best Tools To Power Up Your Sales Pipeline4. Dialpad AI
Dialpad is an AI call center software that makes managing customer service easier and more efficient. It’s built to help contact centers work smoothly by bringing all their tools together in one place. With Dialpad, businesses can quickly set up support centers around the world and connect with customers through different channels on a single platform.
The software helps agents by providing real-time support, automatic call summaries, and useful coaching tools, which can lead to happier customers and less staff turnover. Dialpad’s AI features also help check the quality of service, understand customer feelings, and keep sensitive information safe.
Key Features
- Unified communication platform
- Real-time assist cards
- AI agent assist
- AI call purpose scorecards
- AI CSAT analysis
- AI coaching hub
- Instant call summaries
- Quickly sets up contact centers and integrates all channels into one platform.
- Reduces operational complexities and lowers costs by consolidating multiple tools.
- Enhances agent confidence and satisfaction with AI-driven assist features.
- Integration with certain third-party tools can be challenging and may require additional troubleshooting.
- Extensive customization options can be overwhelming and may need technical expertise.
Pricing
Dialpad AI contact center solution is available in three different variants as outlined below:
- Standard Plan: $15 per user per month
- Pro Plan: $25 per user per month
- Enterprise Plan: Custom pricing
*Pricing as of 21-10-2024.
5. NICE inContact CXone
NICE inContact CXone is an AI-driven call center software designed to enhance customer experiences and operational efficiency. It offers omnichannel support, intelligent call routing, and advanced AI tools like sentiment analysis and intelligent virtual agents.
CXone helps businesses optimize customer interactions, improve agent performance, and make data-driven decisions, all while seamlessly integrating with popular CRM software for a unified customer service experience.
Key Features
- Intelligent call routing
- Virtual assistant
- Workforce optimization
- Real-time analytics
- CRM integration
- Predictive behavioral routing
- Advanced reporting and insights
- Virtual agents handle routine tasks, freeing human agents for more complex issues.
- The platform provides valuable insights into customer emotions, enabling tailored responses.
- The tool offers comprehensive omnichannel support, enhancing customer engagement across various platforms.
- Limited customization options may restrict the ability to tailor the platform to specific business needs.
- Customer support response times may vary, particularly during high-demand periods.
Pricing
- Essential Suite: $135/mo
- Core Suite: $169/mo
- Complete Suite: $209/mo
- CXone Mpower: $249/mo
*Pricing as of 21-10-2024.
Top Conversational AI Platforms6. Genesys Cloud CX
Genesys Cloud CX is a comprehensive AI-powered call center solution designed to enhance customer experience and operational efficiency. It offers omnichannel support, intelligent automation, and robust analytics.
With features like seamless integration, workforce management, and personalized interactions, Genesys Cloud CX empowers businesses to deliver exceptional customer service while optimizing performance.
Key Features
- AI-driven automation
- Intelligent call routing
- Workforce management tools
- Real-time analytics and reporting
- Seamless CRM integration
- Personalization capabilities
- Interactive voice response (IVR)
- Customer journey mapping
- Employees feel empowered with the tools and resources provided by the platform.
- With the help of the tool, many organizations have experienced higher rates of first-contact resolution.
- It enables businesses to interact with customers across various platforms seamlessly.
- Users have reported that the chat platform is quite limited and the email ticketing system is not as efficient.
- Some users have experienced issues with specific configurations not working well together.
Pricing
Contact the sales team for the pricing details.
*Pricing as of 21-10-2024.
7. Avaya OneCloud
Avaya OneCloud is a versatile cloud-based call center solution designed to improve customer engagement and streamline communication.
With its AI-driven features, omnichannel support, and real-time analytics, Avaya OneCloud enables businesses to deliver personalized customer experiences while optimizing operational efficiency. It offers seamless integration with existing systems for a unified service approach.
Key Features
- AI-driven automation
- Real-time analytics and reporting
- Intelligent call routing
- Seamless CRM integration
- Advanced security features
- Workforce optimization tools
- Customizable user interface
- Interactive voice response (IVR)
- The platform allows businesses to transition to the cloud at their own pace.
- With a 99.99% service availability guarantee, Avaya OneCloud ensures that businesses can rely on consistent performance.
- The tool is optimized for remote and home workers, allowing organizations to maintain productivity and quality assurance.
- Access to live support chat is restricted to paying customers, and navigating the support page can be cumbersome.
- Some users have reported difficulties with integrating Avaya OneCloud with existing systems or applications.
Pricing
Contact the sales team for the pricing details.
*Pricing as of 21-10-2024.
- Begin with a pilot program to test AI capabilities and refine processes before full-scale implementation.
5 Key Benefits of AI Call Center Solutions
Using the latest technology, these solutions bring many benefits that boost efficiency and improve customer satisfaction and overall performance. Here are five major advantages of AI call center software:
1. Personalized Customer Interactions
When it comes to providing customized experiences, AI call center software illuminates. AI can provide individualized greetings, support routes, and recommendations by examining previous customer interactions.
- AI-driven personalization can increase sales by up to 20% for businesses.
For example, if a customer previously asked about a certain product, the AI might provide updates or suggestions related to that product, making the customer feel valued.
2. Proactive Issue Resolution
With AI-powered predictive analytics, call centers can anticipate problems before they arise.
For instance, if a customer has had previous issues with a product, AI can proactively offer troubleshooting tips. This not only improves the customer experience but also helps businesses reduce repeat calls and escalation rates.
3. Integration Across Channels
One of the strengths of AI call center software is its ability to function across multiple communication channels.
Whether it’s voice, chat, email, or social media, AI integrates seamlessly. This multichannel support means customers receive consistent service no matter how they choose to interact with your business.
4. Better Language Understanding and Local Adaptation
AI-powered software can process multiple languages and adapt to local dialects and expressions. NLP enables the system to better understand customer concerns and provide more accurate, context-driven solutions.
This global language capability helps businesses cater to diverse markets effectively, reducing the chances of misunderstandings.
: How to Use AI in Call Centers? | 5 Best Practices5. Continuous Learning and Improvement
AI doesn’t just react to customer interactions; it learns from them. These systems utilize machine learning to continuously improve responses and efficiency.
Over time, AI call center solutions become smarter, adapting to changing customer preferences and emerging industry trends.
Best Practices to Utilize AI in Your Call Center
Using call center AI software can transform how you handle customer service, making it faster and better. Here are six top tips to help you get the most out of AI call center software:
1. Choose the Right AI Call Center Software
To build a successful AI-driven virtual call center, start by selecting the right AI call center software. Make sure the software integrates smoothly with your current systems and includes features that fit your specific needs. The right software will boost your team’s efficiency and help ensure a smooth transition to using AI for various tasks.
2. Leverage AI for Routine Tasks
AI can handle simple tasks like FAQs, call routing, and ticket generation. Use it to free up human agents, allowing them to focus on more complex queries. This can also reduce hold times and improve customer satisfaction.
3. Utilize AI for Enhanced Customer Insights
AI is excellent at analyzing large amounts of data to provide insights into customer behavior, preferences, and trends. Use AI to gather detailed information about your customers. This can help you customize your services and communication strategies, leading to a more personalized experience and increased customer satisfaction.
4. Implement AI Voicebots for Instant Support
Voicebots are a valuable addition to any AI-powered call center. AI voicebots can handle routine queries, assist in call routing, and even offer personalized support based on customer history, reducing the workload on human agents.
Let us see how a generative voicebot works:
5. Integrate AI with Human Agents
AI technology should work alongside your human agents, not replace them. Integrate AI tools in a way that enhances the capabilities of your team. For example, AI can provide agents with real-time information and helpful suggestions, which can help them resolve customer issues more quickly and efficiently, improving overall service.
6. Continuously Monitor and Optimize AI Performance
AI is not a set-and-forget solution. Regularly monitor its performance, gather feedback from customers and agents, and update the system as needed. Continuous optimization ensures that the AI system keeps pace with evolving customer expectations.
To explore how CallHippo can transform your call center and support your business growth, click here to learn more and get started today!
Conclusion
As we can see, each of the 7 AI call center software options for 2024 has its own special features to improve customer service. These tools can make your call center work better by offering things like advanced analytics, easy integration, and smart AI capabilities.
With the right software, you can speed up response times, make interactions more personal, and provide a better experience for your customers. We recommend CallHippo because it has everything a business needs.
FAQs
1. How is AI Software Used for Customer Service?
AI software in customer service helps by automating tasks such as answering frequently asked questions, directing inquiries to the right person, and analyzing customer data. It makes things run more smoothly by providing quick answers and useful insights, which leads to better service overall.
2. Can AI Replace Customer Service?
No, AI can’t completely replace human customer service, but it can manage routine tasks and offer support. It works best when paired with human agents, handling simple questions so that staff can concentrate on more complex or sensitive matters.
3. What are AI Bots in a Contact Center?
AI bots in a contact center are automated tools that help interact with customers. They can answer common questions and assist with tasks. Using artificial intelligence, they mimic conversation and give quick and accurate responses.
4. What is the Difference Between AI and Chatbots?
AI is a broad technology that helps machines learn and do tasks on their own. Chatbots are one type of AI that interacts with users through text or voice, helping answer questions and assist with different tasks.
Updated : December 17, 2024
Dharmik Joshi is a seasoned writer with a strong background in business management and content marketing. With hands-on experience in creating content for VoIP and telephony solutions, he has developed a keen understanding of the technical and business aspects of these technologies. Dharmik ensures that complicated ideas are communicated in an engaging and clear way, having helped to the introduction of various VoIP products.
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