The contact center landscape is rapidly evolving, with conversational AI emerging as a transformative technology that is reshaping the way businesses interact with their customers. At the forefront of this AI-driven revolution is UC and contact center solution provider CallTower. Through its recent acquisition of Inoria, CallTower has significantly expanded its conversational AI capabilities, empowering organizations across diverse industries to enhance the customer experience and drive operational efficiencies.
This strategic partnership has positioned CallTower as a one-stop-shop for organizations looking to harness the power of conversational AI to revolutionize their contact center operations. From automating repetitive tasks to enabling real-time translation and voice biometrics, CallTower’s AI-driven solutions are poised to transform the way businesses engage with their customers.
Rachell McConkie, Contact Center Product Owner at CallTower, explained that – prior to the acquisition – CallTower had strong capabilities on the UC side, but lacked dedicated expertise in contact center implementations. The Inoria team brought that specialized contact center implementation knowledge.
Here we explain how the newly formed, strengthened company is leveraging conversational AI to drive innovation and transformation in the contact center.
Enhancing the agent and customer experience
CallTower is leveraging conversational AI to automate repetitive, low-value tasks in the contact center, allowing agents to focus on more complex and high-value interactions.
AI can handle “lower, more step by step processes” like password resets, checking account information, etc – and is largely taking over these routine, repetitive tasks in contact centers. By automating the simpler, transactional interactions, AI is allowing agents to focus on more nuanced, high-value support.
When the conversational AI reaches the limits of what it can handle, it seamlessly transfers the customer to a live agent, providing the agent with a summary of the interaction so far.
The future of conversational AI in the contact center
Rachell shared an optimistic vision for the future development and application of conversational AI in the contact center, highlighting some areas:
- Real-Time Translation: Rachell is particularly excited about the potential for real-time translation capabilities in voice channels, allowing customers to interact in their preferred language and get responses back in their own language. She sees this as a “next big thing” for conversational AI.
- Enriched Customer Profiles: Rachell envisions AI-powered transcription and summarization capabilities feeding directly into CRM systems to create more robust customer profiles. This would allow agents to quickly get up to speed on a customer’s history and needs.
- Proactive, Anticipatory Service: Building on the enriched customer data, Rachell believes AI will enable contact centers to be more proactive and anticipatory in their service. For example, being able to say, “Hey Rachel, you called about this, are you still having issues?” rather than starting the conversation from scratch.
- Continued Human Involvement: While bullish on AI’s potential, Rachell doesn’t see it fully replacing human agents. She believes there will always be a need for human involvement, with AI augmenting and empowering agents rather than fully automating interactions.
- Gradual, Thoughtful Adoption: Rachell advocates for a measured, thoughtful approach to adopting conversational AI, starting with specific use cases and data-driven applications rather than broad, unconstrained deployment. This allows organizations to implement AI safely and effectively.
CallTower’s dive into conversational AI isn’t just about chasing the latest tech – it’s about changing the way contact centers connect with real people. By partnering with Inoria and combining cutting-edge AI with their trusted communication tools, they’re helping businesses deliver support that’s faster, smarter, and more personal.
With AI taking care of the routine stuff in the background, support teams are free to do what they do best: listen, empathize, and truly help. And the future looks even brighter – with tools like real-time translation and deeper customer insights, companies can start solving problems before customers even notice them.
What really sets CallTower apart is their approach. They’re not trying to replace people with machines – they’re using AI to strengthen the human side of customer service. It’s a thoughtful, balanced strategy that helps companies grow while keeping real conversations and real connections at the center.
