AI & Automation in the Contact Center: Insights, Innovation, and Impact

Explore how AI and automation are transforming contact centers—from real-time speech analytics and agent assist tools to cutting-edge applications of generative AI and large language models (LLMs). This category features expert insights, use cases, and technology trends that help businesses elevate agent performance, optimize workflows, and enhance the customer experience. Stay ahead of the curve with practical knowledge on deploying intelligent systems that work seamlessly with human agents.

Voice of the Customer (VOC) analysis is the process of collecting, interpreting, and acting on customer feedback to understand what people truly think and feel about your business, not just what they tell you in surveys.

How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers
Chris Kontes Headshot

Chris Kontes

Understanding what customers really think is the foundation of great service, but it’s not always easy to capture.  Voice of the Customer (VOC) is the practice of collecting, analyzing, and acting on customer feedback to improve products, services, and overall experience. In this guide, we’ll show you how to analyze Voice of the Customer data…

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    Voice of the Customer (VOC) analysis is the process of collecting, interpreting, and acting on customer feedback to understand what people truly think and feel about your business, not just what they tell you in surveys.

    How to Analyze Voice of the Customer (VOC): Step-by-Step Guide for Contact Centers

    Chris Kontes Headshot

    Chris Kontes

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    Infographic illustrating the top 10 RPA use cases in customer service, including data entry, ticket routing, chatbots, order processing, customer updates, after-call work, customer verification, self-service automation, reporting, and compliance.

    RPA Use Cases in Customer Service: How Automation Transforms CX

    Chris Kontes Headshot

    Chris Kontes

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    Infographic showing how generative AI enhances the customer journey, with stages from Inquiry to Feedback and a lower loop for Continuous Improvement, illustrating AI-driven insights that optimize each stage of customer interaction.

    Generative AI Use Cases in Customer Service: How Intelligent Automation Is Redefining CX

    Chris Kontes Headshot

    Chris Kontes

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    The five steps of ASR are audio capture, signal processing, feature extraction, acoustic and language modeling, and decoding and output.

    Automatic Speech Recognition Meaning, Benefits, Challenges, and Use Cases

    Chris Kontes Headshot

    Chris Kontes

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    Example of customer sentiment analysis detecting mixed emotions in a post-call survey.

    Customer Sentiment Analysis Meaning, Examples, & Benefits

    Chris Kontes Headshot

    Chris Kontes

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    This image lists the key features and benefits of using speech analytics tools and solutions in your contact center.

    Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)

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    Chris Kontes

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    How AI is transforming contact centers

    How Artificial Intelligence is Transforming Contact Centers

    Chris Kontes Headshot

    Chris Kontes

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    Balto Integrations

    AI-Powered Speech Analytics – Do Technical Details Matter?

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    Chris Kontes

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    Is Your Contact Center Ready for AI? Here’s How to Find Out

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    Balto

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    Call Center Automation: Definition, Trends, Benefits, & Use Cases

    Maria Edington

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    AI robot using computer to chat with customer. Concept of chat bot service providing help and smart information in social media and e-commerce application. 3D rendering illustration.

    Examples of AI in Everyday Life: The Unforeseen Impact on Society

    Maria Edington

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    The AI Partner You Choose Today Will Define Your Success Tomorrow

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    Balto

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