Step into any forward-looking call center today, and you’ll see the shift.
Artificial intelligence is:
- Analyzing sentiment,
- Predicting next steps, and
- Improving response times with startling accuracy.
In fact, 87% of contact centers plan to invest in AI in some capacity by the end of 2025.
There has been a rise in the CTO and AI adoption teaming up to seriously upgrade how businesses connect with their customers.
If you’re curious about AI, evaluating AI tools or refining your customer service strategy, this article is for you.
Happy Reading 🦉
Why CTOs Are Critical to Evaluating AI in Call Centers
In the world of AI in call centers, success starts with smart evaluation.
But, how are CTOs driving digital transformation for AI integration? Let’s break the process down.
✔️Review AI vendors: Compare capabilities, pricing models, and use case fit (e.g., Genesys vs. Observe.AI).
Tip: Websites like G2 or Capterra list the vendors based on user reviews and features.
✔️Calculate ROI: Evaluate impact on metrics like:
- AHT (Average Handle Time): This is the average time an agent spends on a call, including talk time and follow-up.
🎯Example: AI can reduce AHT by instantly surfacing the right answers from a knowledge base, so agents aren’t fumbling through five tabs mid-call. - CSAT (Customer Satisfaction Score): A direct measure of how happy customers are, usually gathered through post-call surveys.
🎯Example: AI can prompt agents with empathy-driven responses or handle routine issues quickly, which makes customers feel heard and valued. - Call Deflection: Reducing the number of incoming calls by answering customer questions through self-service options like chatbots.
🎯Example: Instead of waiting on hold to ask about a shipping update, a chatbot gives them the answer in seconds—no human needed.AHT, CSAT, and call deflection.
✔️Ensure integration paths: Confirm the AI tool works with CRMs, IVRs, and data sources already in use (e.g., Call Center Studio, Salesforce).
✔Measure agent productivity: CTOs aim to equip agents with AI-powered suggestions in real-time, so they measure agent productivity by comparing with and without AI scenarios
✔️Reduce operational costs: By implementing chatbots to handle FAQs like billing and shipping updates, CTOs free up human agents for high-impact conversations and cut both call volume and overhead.
These are where the role of CTO in CX innovation becomes business-critical. Their technical and business savvy make them essential stakeholders in high-stakes decisions.
✔️Instead of chasing every new feature, smart CTOs ask:
- Will AI or tech shorten resolution times?
- Can new tech scale without ballooning costs?
- How secure is customer data with current and new tools?
These practical questions lead to sustainable, profitable choices.
Seamless Integration: Make AI Work From Day One
Effective strategic AI implementation is what separates high-performing centers from the rest.
CTOs eliminate friction by connecting AI to every system it needs to interact with—ticketing, IVRs, knowledge bases, and CRMs.
How do they ensure success then?
- Conduct audits to prioritize integration priorities: Think of it like spring cleaning your tech stack. Identify outdated systems or overlapping tools that are slowing their system down. For example, if CTOs’ juggling two CRMs, they know it’s time to streamline.
- Eliminate data silos through API orchestration: They use tools like Call Center CTI to connect their AI system with CRMs, ticketing platforms, and analytics dashboards. This ensures data flows smoothly, giving AI the full picture.
- Build dashboards to monitor AI performance from Day One: Tools like Power BI can help visualize how their AI is performing in real time—they check resolution rates, handoff frequency, or sentiment shifts after AI interactions.
Note that AI works best when it’s not working alone. This is where strategic AI implementation plays a huge role in ensuring all systems are synchronized and scalable.
Real-World Success Stories: CTOs Driving AI Transformation in Call Centers
Camping World: Enhancing Efficiency with AI
Camping World faced challenges with increased call volumes, leading to strained staff and missed after-hours calls. By implementing AI-driven solutions, they achieved:
- 40% increase in customer engagement
- 33-second reduction in wait times
- 33% boost in agent efficiency
This transformation was spearheaded by their CIO, highlighting the critical role of technology leadership.
Best Buy: Personalizing Customer Experience with Generative AI
Best Buy collaborated with Accenture to integrate generative AI into its customer support. This led to:
- Enhanced self-service options
- Real-time support tools for agents
- Improved personalization
Their CTO’s vision ensured AI aligned with service goals.
Vodafone Idea: Streamlining Post-Merger Operations
After a major merger, Vodafone Idea partnered with IBM to modernize call center operations. Results included:
- Improved operational efficiency
- Higher customer satisfaction
- Seamless AI integration
CTO leadership was key to aligning AI with the company’s business strategy.
Final Thoughts: From Exploration to Execution
Thinking about bringing AI into your call center?
Your first move should be a chat with your CTO. They’re the ones who can cut through the noise, connect tech to your actual business needs, and lead technology decision-making in CX.
Here’s how to get started:
- Nail your CX goals: What are you solving for—faster resolutions, happier customers, or leaner operations?
- Loop in your CTO early: They’ll spot the red flags and the golden opportunities you might miss.
- Let them lead: With clear KPIs and a seat at the strategy table, your CTO can steer your AI strategy for call centers where it counts.
CTO and AI adoption are future-proofing your customer experience.
📞 Ready to level up your contact center? Book a Demo of our AI tools and get a custom roadmap built around your business goals.
