Five Ways UJET Transforms Contact Centers From Cost Center to Value Driver

As customer experience (CX) increasingly becomes the primary brand differentiator, contact centers are more important than ever. While positive experiences have always been Job 1 for contact centers, new technology solutions can elevate your CX to an entirely new level.

With the extraordinary boost of artificial intelligence (AI), agents now can go further to differentiate the experience they deliver. This combination of more empowered people plus more powerful technology is dramatically improving business outcomes.  

The journey from cost center to value driver

Contact centers are no longer just operational necessities. They're strategic assets with the potential to drive significant business value. Forward-thinking organizations are looking to AI to help realize their potential.

Research validates this shift, but many contact centers are lagging in adoption. According to the 2024 AI Maturity Benchmark Report, only 10% of organizations have high-maturity AI programs in place today. As a result, most contact centers continue to struggle with high agent turnover and workforce shortages (42%), employee burnout and stress (39%), fragmented tools and data (31%), long customer wait times (20%), and more. 

The report findings show that high-maturity contact centers achieve:

• 64% improvement in revenue per interaction

• 66% reduction in customer acquisition costs

• 68% increase in upsell and cross-sell rates

• 59% more positive customer experiences 

Getting there, though, can feel daunting, so how do you start the AI-driven transformation? The best route is one with the right partner.

UJET has the people, processes, and solutions to build modern contact centers that operate as strategic assets and drive measurable value. Here are five ways we leverage AI to help drive down costs and increase revenue:

1. Optimized efficiency (and service) through automation

One of the most striking benefits of AI is automation. UJET employs advanced AI technologies to automate routine and repetitive tasks, which speeds up response times for basic requests while freeing up agents to address more complex issues. It’s a one-two efficiency punch that directly translates to cost savings and the kind of service that generates revenue.

The right mix of virtual and human agents is key to better CX. UJET's AI-driven virtual agents, for example, handle frequently asked questions, manage appointment bookings, and perform order tracking without human intervention. That means human agents are available to tackle the kind of higher-value interactions that directly affect customer satisfaction and loyalty. 

Another example is UJET’s  Agent Assist, which transcribes calls in real-time and summarizes conversations for agents to quickly reference for future interactions. With artificial intelligence and topic modeling, UJET takes the cost efficiencies of automation even further with the power to:

• Analyze up to 100,000 customer interactions

• Annotate the most important topics

• Identify the best cases for self-service and automation

• Flag the most common friction and pain points and design ways to resolve them

It’s all a boon for efficiency and service.

1. Accelerated resolution with smart routing

The complexity and urgency of customer inquiries vary widely, requiring a tailored approach to handling each interaction. UJET uses AI to implement intelligent call and chat routing, ensuring people are connected to the most qualified human agents based on their needs. By analyzing data such as customer sentiment, inquiry type, and historical interactions, UJET optimizes the routing process in real-time.

For example, for customers who have a history of technical issues, the system can predict the likelihood of them needing specialized support and route them to agents with the most appropriate skills. If the system detects rising customer frustration with self-service through sentiment analysis, it can prioritize that customer for a human agent.

UJET’s intelligent and contextual routing for virtual agents is the first of its kind. Using real-time and historical data based on the customer’s record, their journey, or predicted intent, the UJET routing engine can dynamically determine if routing to a virtual agent or a live agent will yield the best overall outcome.

These capabilities boost speed and quality of resolution. When people are matched with agents who have the most relevant expertise, they experience faster and more effective support. Knowing when to present a live agent or provide them with the tools to resolve the issue on their own is key to delivering a positive experience.

1. Enhanced engagement with predictive analytics

Understanding customer behavior is an important value driver for contact centers. Using AI-powered insights, UJET  leverages predictive analytics to identify behavior patterns, anticipate volume spikes, and optimize resources.

Here are real-world examples:

• Real-time sentiment analysis is used to quickly reveal potential issues for an agent. Based on the analysis, agents can immediately get tools and coaching to help keep the interaction positive.

• If a customer’s chat messages indicate mounting frustration, the system can alert an agent and trigger an offer of assistance.

• If there is a pattern of high contact volume regarding a recent change in billing, for example, a virtual assistant can be deployed to provide answers automatically.

All of this is a major boost for resource optimization and cost savings while, at the same time, ensuring loyalty-building service with every engagement.

1. Continuous improvement through data insights

The ability to collect and analyze data in real-time is critical to continuous process and performance improvement. UJET facilitates comprehensive data analytics that captures every interaction, allowing teams to monitor key performance indicators (KPIs) and customer satisfaction.

With these insights, you can identify areas for improvement and make necessary adjustments in voice, chat, or email interactions. Not only does this drive better service, but it also empowers managers to make data-driven decisions that can lead to innovative, revenue-generating offerings or cost-saving improvements.

Here are examples of AI-driven continuous improvement opportunities:

• Optimized workforce management through AI-powered forecasting

• AI analysis for real-time, intelligent routing

• Identification of process bottlenecks for efficiency improvement 

1. Increased upsell and cross-sell opportunities

Every customer interaction represents an opportunity to deepen relationships and generate revenue. UJET's AI capabilities help identify potential upsell and cross-sell opportunities with every interaction.

By analyzing customer profiles and behavioral data, UJET equips agents with real-time suggestions that align with customers’ needs and preferences. Our Agent Assist is driven by conversational AI technology that helps agents deliver the best possible customer experience. 

Virtual agents can help live agents with AI-driven recommendations, real-time sentiment analysis, and by surfacing useful articles and FAQ answers to better serve customers. It all delivers the kind of engagement that uncovers and drives every possible revenue opportunity while building enduring loyalty.

Start your value transformation with UJET

Transforming your contact center from a cost center to a value driver is critical for staying competitive. With UJET's AI-driven technologies, contact centers can:

• Reduce operational costs with automation and optimized efficiency

• Increase revenue through improved CX and agent empowerment

• Use data to continuously refine and improve processes

Let’s talk about your goals, and how we can start helping achieve them.