Artificial Intelligence in service of Call Centers. Insights, cases, and practical advice for Call Center leaders

Last week, Zenko Group participated in a large-scale conference dedicated to the use of artificial intelligence in call centers.

The event, titled “AI and Change Management in Contact Centers,” brought together industry leaders eager to share their expertise and discuss the future of the field.

An interesting part of the event: our CEO Bohdan Koshovy’s talk on “How to solve business challenges with outsourced contact centers: useful insights and tips”

According to attendees, Bohdan’s presentation was one of the most engaging parts of the conference.

Using real-life cases, Bohdan demonstrated how cutting-edge AI technologies are reshaping the industry.

• Did you know that implementing AI can reduce inquiry processing time by up to 40%?
• Chatbots and voice assistants can lower agent workload by 30%, allowing them to focus on complex tasks.
• AI-powered analytics not only predicts customer needs but also creates truly personalized services.

TWO KEY AREAS FOR CONTACT CENTER INNOVATION

Bohdan highlighted two main AI-driven strategies every contact center should adopt:

1. AI Assistants and Chatbots that automate routine tasks, making customer support faster and more efficient.
2. AI Analytics that processes large datasets, identifies trends, and even predicts customer behavior, ensuring superior service quality.

PRACTICAL TIPS FROM AN OUTSOURCED CONTACT CENTER LEADER

Bohdan concluded his presentation with practical advice drawn from his experience:

• Dive deep into problems: identify root causes, not just surface-level symptoms.
• Plan next steps after solving immediate issues to foster long-term development.
• Maximize resource utilization to achieve the best results.
• Encourage a competitive spirit by benchmarking the performance of different departments or outsourcing centers.
• Combine AI with QA: make performance metrics clear and actionable.
• Leverage AI-driven analytics to uncover new growth opportunities in customer service.
• Use language models to handle routine tasks — a free assistant ready to work 24/7.

RECOGNITION AND GRATITUDE

We’re proud to note that Zenko Group’s regional leaders from the Sumy office also participated in the event, sharing valuable local insights.

The conference was not just a platform for exchanging ideas but also a source of inspiration for all attendees. A special thanks goes to Iryna Velychko, President of UCCAI – Ukrainian Contact Center Association International, for her flawless organization of an event that marked a significant breakthrough for the industry.

Zenko Group once again proved its reputation as a company that delivers innovative solutions and sets new standards in customer service.

Thank you to everyone who attended our presentation — we look forward to new opportunities for collaboration!