On November 27, we hosted our webinar “From Queries to Satisfaction: Leveraging AI in Telecom Call Centers.”
We hosted our webinar with Call Center Studio CEO Cenk Soyak, prominent industry leaders Laurent Philonenko, Syed Saad Hasan, and Rajindar Kumar.
Our discussion covered challenges in the contact center industry, breakthroughs in AI-driven solutions, and real-life insights into implementing these technologies.
The Evolution of Contact Centers with AI
Laurent Philonenko: reflected on the incredible evolution of the contact center industry, from the advent of multichannel support to the disruptive impact of AI:
“The space has evolved dramatically… First came multichannel, then came cloud, and today, AI is bringing another incredible shift. It’s early days, but this is a fascinating time to be in the customer experience space.”
The Role of Call Center Studio in AI Transformation
Call Center Studio (CCS) has integrated AI into its solutions, including modules like Agent Assist, CX Insights, Accent Neutralization, AI Chatbots, and AI Chat Suggestions.
The recently launched CX Insights is a standout feature. It offers:
- Automated Call Categorization: AI analyzes contact center operations, generating categories, sentiment analysis, and solution rates.
- Insightful Reporting: Managers can access critical findings, such as the performance of individual agents or problem areas within the operation.
- Deep Custom Reports: New AI-generated report provides actionable insights into KPIs like call volume, handling times, and service levels.
Cenk Soyak:
“With CX Insights, 98% of previously unprocessed conversations can now be analyzed, offering deep operational insights. AI helps identify trends, bottlenecks, and opportunities to optimize performance.”
Challenges and Success Stories from US Mobile
Sad Hassan from US Mobile highlighted the challenges they faced as an MVNO (Mobile Virtual Network Operator) operating in the U.S.:
“Our customer service metrics are industry-leading, with a 30-second answer rate and 98% CAD (Customer Assistance Delivered). However, scaling while maintaining these standards was a challenge. That’s where CCS’s AI solutions helped us adapt.”
Rajindar Kumar:
“With CCS AI, we’ve been able to leverage data to improve customer experience. AI identified bottlenecks and allowed us to focus on improving call resolution rates, handling times, and sentiment analysis, driving actionable improvements.”
Expert Advice for Successful AI Implementation
Laurent Philonenko:
- Start Small:
“Deliver projects with a limited scope. Learn and iterate. Avoid multi-year initiatives right from the start.”
- Invest in Your Team:
“AI is a powerful tool, but without the right team to understand and implement it, it can lead to wasted time and resources.”
- Focus on Data:
“AI thrives on data, and in contact centers, conversations provide a wealth of information. Use this data to uncover counterintuitive insights and improve processes.”
What’s Next for Contact Centers?
Laurent Philonenko:
“It’s not just about technology, it’s about change. AI is a tool to deliver better results and improve processes. Think about your business goals and how AI can align with them.”
To learn more about how Call Center Studio’s AI solutions can transform your contact center operations, contact us now.
Missed it or want to watch it again?
The webinar recording is now live on our YouTube channel!
We can’t wait to see you at our next event! 
