Generation-e

CX & Communications / Contact centres

Contact centres where AI handles what you agree on, and people take the rest.

We look at your call volumes and show which calls an AI agent could take first. We build the agent on Microsoft's contact-centre tools or on NICE, depending on how big and complex your centre is.

Ask about a contact centre AI value assessment
A contact-centre adviser wearing a headset listens to a caller. Illustrative image.

Staffing the phones for longer hours is expensive.

That's why an after-hours caller may get voicemail and ring again in the morning. During the day, a simple request can still be transferred before anyone deals with it.

An AI agent can take simple requests at any hour, and pass the rest to your people with the details already captured.

Start with one task, such as the after-hours line.

An example: a resident rings their council at 9pm about a barking dog, a bin that wasn't collected or a car park fine they want to dispute. An AI agent can take each request the way reception would during the day.

If the question needs a specialist, such as one about a planning permit, the agent can capture the details and arrange a call back for the next business day.

A man stands beside his full wheelie bin on the kerb at dusk, phone to his ear. Illustrative image.

Microsoft for simpler contact centres, NICE for larger or more complex ones.

Microsoft's contact-centre tools are the entry point. NICE CXone, from our partner NICE, suits larger centres and harder conversations, with AI agents built on NICE Cognigy.

Either way, the agent depends on what you give it: your knowledge base, and access to the systems it needs to finish the task.

NICE CXone

Add harder requests once callers and staff trust the agent.

Changing an appointment, resetting a password or checking a leave balance are good first jobs. The agent can handle more complex calls, but the organisations we talk to start with simple ones.

Three colleagues map a process with sticky notes on a glass wall. Illustrative image.

It's not a technology limit. It's a trust issue.

Biagio LaRosa, Managing Director, Generation-e

See which calls AI could take, worked out from your own call volumes.

What you get
The contact centre AI value assessment works from your own call volumes, hours and the requests that fill the queue. It shows which tasks an AI agent could take on first, which systems it would need to reach to finish them, and what that could mean for your cost to serve.
What it costs
We agree the scope and cost with you before it starts.
What happens next
Tell us your channels, the hours you need covered and roughly how many calls you take. We'll call to talk it through and propose the assessment.
Ask about a contact centre AI value assessment

Questions about AI in the contact centre

Will AI replace our contact-centre staff?

You decide. The agent takes only the tasks you agree on. The organisations we talk to start with after-hours calls and simple requests. Your people handle the calls that need judgement, with the details already captured.

Is our organisation big enough for this?

The size of your contact centre counts for more than the size of your organisation. We look at the hours you need covered, how many people answer calls and the requests that fill the queue.

Can it work with the contact centre we have now?

It depends on the platform. We check what yours supports, and what the agent would need to reach, before we recommend anything.

What does the AI agent need to know?

Your organisation's knowledge: policies, answers to common questions and the steps for each task. It also needs access to the systems that finish the job, such as a booking system, and nothing more.

What happens when the agent can't help?

It passes the caller to a person, or captures the details for a call back, as you've agreed. We set up those hand-offs with you before it takes a call.

Related pages

Find the calls you'd hand to an AI agent.

Tell us which requests fill your queue and when nobody's there to answer. We'll call to suggest where to start.

Talk to us about your contact centre