In recent years, artificial intelligence has evolved from a relatively futuristic concept, into an everyday part of our lives. Today, people rely on AI for everything from customer service, to sourcing information, and boosting business productivity.

Once considered perhaps too expensive or complex for many business leaders, AI has grown increasingly accessible, with around 37% of companies using AI in some form. What’s more, this incredible technology has proven to be extremely beneficial, boosting not just team productivity, but efficiency, revenue, and opportunities too.

As AI solutions continue to evolve, with new advancements in generative AI, large language models, and natural language processing, it’s never been a better time for companies to start embedding intelligence into their own everyday processes. Here are the five top reasons why every company should consider investing in AI for business apps, and the contact centre.

1. Improve Business Efficiency

Efficiency is crucial to running a successful business. Companies need to empower their teams to perform quickly and effectively in any environment, to not only keep costs low, but ensure performance remains high. AI is a powerhouse tool for efficiency, in virtually all of its forms.

In the contact centre, AI-enhanced IVR systems and routing tools can route calls to the correct agent instantly, based on factors like customer sentiment or intent, or employee skills. This reduces the need for call transfers, and ensures conversations are handled smoothly.

AI solutions can also reduce the repetitive tasks that consume the attention of employees. For instance, a generative AI solution can automatically record and summarize conversations, allowing agents to rapidly move onto the next discussion in their workflow. AI technologies can even be implemented into workforce management and engagement tools. Machine learning algorithms and predictive analytics can help business leaders to forecast demand and optimize team schedules.

2. Greater Team Productivity

Minimising repetitive tasks with artificial intelligence doesn’t just make the workforce more efficient. It also ensures team members have more time to focus on valuable tasks within the workplace. By automating repetitive activities with AI, business leaders can make their teams more productive, and drive better bottom-line results.

In fact, 61% of employees say adoption of AI has enhanced their productivity on a massive scale. Intelligent virtual assistants can be used within the workplace to provide employees anywhere in the world with guidance, support, and direction when they need it most. These tools can instantly source information from different environments and reduce the time team members waste looking for data.

AI solutions powered by generative technology can even automatically create text and content on the behalf of employees, allowing them to respond more rapidly to customer queries or requests from colleagues. In the collaborative landscape, AI can even improve interactions between team members, with automatic translation features, meeting transcription and more.

3. Enhance Data Insights

Data is the lifeblood of a successful business, particularly in a world where companies are constantly striving to find ways of becoming more efficient, customer-driven, and valuable. Today’s businesses generate terabytes of information daily, much of which could be beneficial to making more intelligent decisions about the future of the company.

Unfortunately, evaluating all this data manually can be a complex and time-consuming process. AI, on the other hand, can sort through huge volumes of information in a fraction of the time, with a higher degree of accuracy. AI tools can instantly summarize interactions from a contact centre and provide behind-the-scenes insights into customer sentiment, purchasing trends, and more.

These insights can even be used for training purposes, helping to empower teams to become more productive, recognise potential issues faster, and minimise customer churn. AI solutions with machine learning algorithms can even offer predictive insights to businesses, helping them to determine potential trends and patterns in customer activities before they emerge. Outside of the contact centre these predictive insights can be ideal for making scheduling and product development decisions.

4. Transform Customer Experiences

Perhaps the most common reason companies choose to implement AI into their contact centres and business apps, is that the technology can have a significant impact on customer service. Not only do AI solutions provide companies with another way to serve their customers, through things like self-service bots and applications, they also enhance the quality of existing service strategies.

AI solutions capable of rapidly summarizing calls and drawing data from previous interactions with customers can provide agents with next-best-action guidance and tips on how to personalise the customer experience. They can even draw insights from CRMs and other data sources, to deliver a comprehensive insight into each customer to the agent in question.

AI solutions also help businesses to learn more about their target audience and their purchasing journey, so they can more effectively orchestrate amazing experiences. An AI solution capable of tracking trends in customer queries can provide advice on the self-service FAQs and solutions businesses should create. These tools can also help agents to track important CX metrics, from CSAT, to NPS, and even customer effort scores.

5. Reducing Operational Costs

Finally, in today’s complex economic environment, businesses in every industry need to find ways of doing more with less. Around 54% of companies already using artificial intelligence in their business operations saw cost savings in 2022, according to IBM. Additionally, 42% of businesses implementing AI said they chose to use the technology specifically to save money.

AI tools can reduce expenses in several ways. First, they reduce human resource costs, by eliminating the repetitive tasks that would otherwise make your teams less efficient. They also reduce the costs of unexpected errors and downtime, with more accurate reporting capabilities, and predictive analytics tools. AI also has the potential to maximize revenue, while cutting costs.

Implementing AI solutions into the workforce makes teams more productive, leading to better performance results, reduces customer churn and increases retention, and unlocks opportunities for future growth. One study even found that 63% of companies had increased their revenue just by implementing AI technology.

“Embracing the power of AI in contact centres unlocks a world of possibilities, revolutionizing customer service and driving exceptional experiences,” said Larry Brown, Senior Director of Product Management at Intermedia.

“By harnessing intelligent automation, we empower agents to focus on what matters most – building genuine connections with customers. AI augments their abilities, enabling faster, more accurate responses, personalized interactions, and proactive problem-solving. With AI as an ally, we can enhance efficiency, boost customer satisfaction, and pave the way for a future where exceptional service is the norm.”

The Enduring Benefits of AI

Artificial Intelligence is one of the most powerful tools business leaders can access today, to boost the performance of their teams, delight their customers, and discover new opportunities for growth. As AI solutions grow more robust the benefits these tools can offer will only continue to grow as well.



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