Using AI to Better Direct Customers

June, 2019

By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent. Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years.
Excitement surrounding Artificial Intelligence (AI) has been building steadily for some years. Thanks to increases in computing performance, the ability for a computer to access large volumes of data and take complex, probability-based, human-like decisions has increased. That, in turn, has resulted in many practical applications that use AI-techniques being developed.

Improving interactions

In the contact centre there are tasks that AI can perform that can improve interactions. Consider what a contact centre represents to an organisation and its clients. From the organisation’s perspective the contact center is their way of funnelling all interactions with customers through a single point to ensure nothing is missed. However, that funnel can have an unwanted side-effect of putting all customers in the same situation, regardless of their history and importance to the organisation.

For example; customers calling in to a contact centre may find that they always wait in the same queue, are then passed around between agents, having to re-explain their issues each time, before they reach the person they need to speak to.

The AI workflow

Using an AI ‘bot’ to have an initial conversation with a client is a great way to enhance the customer’s experience. A Natural Language Processing (NLP) engine can absorb the many different combinations of words that a client might use and determine their intent. By asking open questions, a robot can identify the reason for the call and then either handle the call itself or transfer the call to a live agent.

Information collected from the customer during the bot conversation can be compared against similar data collected from other customers to make an AI judgement on which is the most suitable agent to transfer the customer to. AI might determine that a customer from a particular region of the country should talk to an agent from the same region as this creates a natural bond between agent and customer, which serves to increase customer satisfaction.

Configuring a bot and training it to recognise the phrases customers may use will not be done in isolation. Many actions may need to be taken to control a session and give the customer the best possible experience. Such tasks include database lookups to determine which agent is best for a customer, re-queueing a session to a different queue, updating a database to tell the system to contact the customer at a later time. All of these are also part of the flow of a session. Contact Center configuration tools should give supervisors a single interface through which they can perform these tasks. By making contact center system management tools easy to use, AI is more likely to be used more frequently and more effectively, which results in a better experience for end customers.

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What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

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    Browser-based tools, no software installation required

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    Scalable, resilient, secure, proven

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    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

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  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

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    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app