AI Analyst: How Artificial Intelligence is Changing Decision-Making in Contact Centers

Your customers are waiting longer than usual. But why? Is call volume up? Do you have too few agents available? Is one queue holding things up?  

Your contact center has the data to answer those questions, but finding them can be a real pain. In most cases, you’re stuck digging through dashboards, building reports, and comparing spreadsheets. And you’re doing all of it while customers keep waiting.  

But adding an AI analyst to your workflow can help. Instead of searching for hours for information, you can start by asking what you need to know in plain language. And then get immediate answers back so you know exactly how to move forward.

1. What is an AI Analyst?

An AI analyst uses artificial intelligence to help teams analyze data, identify patterns and get answers about how an operation is performing. Through natural language, it turns everyday questions into insights that can support decision-making.

In a contact center, this could mean asking, for example:

• What was our average wait time today?
• How have queue metrics evolved this week?
• Which queues have the highest call volume?
• Has there been a significant change in agent productivity?
• Which indicators are showing an unusual trend?

Instead of navigating multiple dashboards to find each answer, professionals can simply ask the question and let the technology handle the analysis.

2. Key benefits of AI Analysts

Having access to data is only the first step. The real potential lies in turning that information into decisions. And that potential is significant: according to McKinsey, applying generative AI to customer care functions could deliver productivity gains equivalent to 30-45% of current function costs.

In practice, the key benefits of AI Analysts are:

• Less time searching for information, more time deciding: simply ask a question and get an immediate answer, without navigating multiple dashboards or reports. This lets the team move faster to action, whether that's reallocating agents, investigating a change in performance or keeping a closer eye on a KPI. ‍
• Spotting trends before they become problems: continuous data analysis helps identify gradual changes in queue performance, agent productivity and other KPIs. ‍
• Accessible to the whole team: there are no dashboards to learn and no query languages to master. Just ask what you want to know, the way you would ask anyone. ‍
• Everyone working from the same data: when leaders, managers and agents look at the same information, there is less misalignment and decisions are made faster.

3. Broadvoice's Analyst: analytics through natural language

Built into our CCaaS solution GoContact, Analyst lets teams interact with contact center data through natural language. Instead of learning new tools or query languages, users can ask questions directly and get answers based on their own operation's data.

The experience is similar to a conversation: the team asks what it wants to know, and the Analyst provides a clear answer, helping turn performance data into information that is easier to interpret.

In practice, the Analyst allows you to:

• Query your data in natural language, with immediate answers‍
• Get instant summaries of performance, without building multiple reports‍
• Detect trends and relevant changes in your key KPIs‍
• Monitor queues and identify delays and SLA risks in real time‍
• Build custom dashboards in minutes, without depending on the IT team

This approach is particularly useful for supervisors and operations managers who need quick answers to track contact center performance and make day-to-day decisions. In addition, the Analyst can reduce the time spent on reporting by up to 90%.

See our Analyst in action:

4. From Reporting to Management: The Impact on Operations

Reducing the time spent on reports has a direct effect on the team's schedule. With the Analyst, operations teams can free up to 25 hours per week, time that is no longer spent documenting the operation and can instead be invested in managing and improving it.

In practice, this means more time for coaching, adjusting teams or reallocating queues, acting at the first sign of a change and before the impact of a problem grows.

Plus, because the Analyst is built into GoContact, there are no extra logins, no data to export and no external tools. Insights are available right where the work happens.

5. The Future of Your Contact Center: Simpler Analytics

As your operation grows more complex and generates more and more data, the answer doesn't necessarily lie in more dashboards, more reports or more tools. It can lie in making data easier to question.

AI analysts represent that shift: a more natural way of interacting with information, and of bringing data closer to the people who need it to make decisions.

Broadvoice's Analyst brings this concept into your Contact Center, allowing your team to ask questions about your data, identify trends and get insights that support faster, better-informed decisions.

In the end, the goal of data isn't simply to show what happened. It's to help your team understand what is happening and decide what to do next.

Request a demo of Broadvoice's Analyst today.

‍