AI empowers contact centers to drive revenue growth, data expert says
NEW JERSEY, UNITED STATES — Forward-thinking contact centers are leveraging AI to shift from cost-cutting to revenue generation.
Recent research shows the application of AI-based customer scoring to support teams can turn them into profit generators with the advent of smart routing, proactive retention, and hyper-personalized upsells.
AI-powered CLV scoring unlocks revenue growth
Vasudeva Akula, VOZIQ AI Cofounder and Head of Data Science, notes in his Forbes thought leadership piece that a contact center is a goldmine of unstructured data containing conversations, chat logs, sentiment, and agent notes, which hold the crucial details about customer desires, emotions, and gaps in customer experience.
This scoring will help businesses identify which customers to focus on and which to refer to agents who are well-trained and have effective customer retention strategies in place.
“By integrating AI here, you can turn this data into real-time actionable intelligence—not just to proactively retain at-risk customers, but also to deliver value-enhanced services like validating purchase decisions, educating customers on product usage, anticipating needs and helping them achieve their goals,” Akula said.
The effects can be quantified; organizations with AI-driven customer lifetime value (CLV) scoring have posted positive results in terms of first-call resolution, customer satisfaction (CSAT), and customer retention.
The contact centers can demonstrate return on investment (ROI) only after transitioning from cost-cutting measures to revenue optimization, which will also facilitate wider AI integration in sales and marketing. Specific gains at the contact center level create internal confidence, and the scaling of AI programs will be less of a struggle.
Proactive retention turns contact centers into profit centers
Contact centers with AI no longer deal with reactive support; they are now proactive in retention. The real-time customer score enables agents to identify customers at risk of churning and act before cancellation.
For instance, when marked as a risk, high-value customers can be referred to retention specialists who offer special incentives, such as discounts or upgrades, to encourage customer retention.
This kind of strategy can make contact centers into profit makers. Proactive retention powered by AI enables businesses to achieve a higher renewal rate and CLV through customer-tailored interactions, ultimately enhancing customer relations.
It is possible to use AI chatbots to handle the processes of regular dialogues, allowing the agent to focus on high-quality communications and create higher productivity and revenue.
