7 min read Running a contact center today isn’t cheap. Labor, training, and technology costs continue to rise. In fact, global contact center spending is expected to reach $496 billion by 2027. Yet, 60% of customers still report facing long wait times and repetitive questions.
That’s where automation comes in. By using AI-driven tools like Auralis AI, businesses can reduce costs while enhancing the efficiency of their support teams. AI helps handle routine queries, frees up agents for complex issues, and ensures customers get faster, smarter service.
In this blog, we’ll discuss how contact center automation trims expenses and improves customer experiences.
The Problem: Cost and Efficiency Challenges in Contact Centers
Most contact centers face the same set of challenges. High volumes of repetitive queries take up a huge chunk of agent time. Simple questions like “Where’s my order?” or “How do I reset my password?” keep coming in, leaving skilled agents tied up with tasks that automation could easily handle.
Long resolution times are another concern. When agents are overwhelmed, customers wait longer. This directly impacts key metrics like CSAT and NPS, putting customer loyalty at risk. A few bad experiences can push customers to competitors, hurting long-term growth.
Then there’s the issue of training and onboarding. It takes weeks, sometimes months, to get new agents up to speed. And with high attrition rates common in support roles, companies often find themselves stuck in a costly cycle of hiring and retraining.
These problems drive up operational costs. More staff are needed to handle volumes, yet overall efficiency remains low. Without the right systems in place, contact centers struggle to scale while maintaining service quality.
That’s why many are now turning to AI and automation to take the load off human agents and deliver faster, more consistent support.
What Is Contact Center Automation?
Contact center automation uses AI and machine learning to handle routine customer interactions and backend processes. It includes tools like chatbots, intelligent IVRs, automated ticket routing, and real-time analytics.
These systems can answer common questions, guide customers through self-service, and even assist agents with instant suggestions. The goal is to reduce manual work, speed up responses, and ensure consistent service.
By automating repetitive tasks, businesses let human agents focus on complex issues that truly need a personal touch. And it results in lower costs, happier customers, and a more efficient contact center operation.
How AI Drives Cost Reduction
Time and again, AI has proven to cut costs in almost every domain. For example, a mid-sized contact center handling 50,000 tickets monthly could save up to 30% in support costs by automating repetitive inquiries alone. That translates to thousands of dollars each month, which can be reinvested in growth or improving customer experiences.
Automating repetitive tickets
AI-powered chatbots and self-service tools can instantly handle common requests like password resets, order status updates, or return instructions. This means fewer tickets ever reach human agents. Customers get immediate answers, and businesses cut down on staffing needs without sacrificing quality.
Reducing agent workload, enabling leaner teams
When AI takes care of routine tasks, agents are freed up to tackle more complex or high-value issues. This lowers the overall workload, allowing companies to operate with leaner teams. Instead of hiring more staff to keep up with rising volumes, businesses can rely on AI to absorb the surge, saving significantly on payroll.
Faster onboarding with AI-powered knowledge assist
AI doesn’t support agents as much as it supports customers. Tools like AI-driven knowledge bases and real-time answer suggestions help new hires get up to speed quickly. They don’t have to memorize every policy or product detail. As a result, training time drops, and agents become productive faster, cutting onboarding costs.
Less overtime and burnout-related turnover costs
Heavy workloads often lead to overtime pay and high employee turnover. Replacing an agent can cost thousands in hiring and training. By easing the load with automation, businesses reduce burnout, improve job satisfaction, and lower turnover rates. This directly reduces the hidden costs tied to frequent hiring and lost productivity.
How AI Improves Contact Center Efficiency
AI makes your entire support operation run smoother and smarter. Here’s how.
Intelligent triage and routing to the right agents
AI systems can instantly read incoming tickets or calls, identify the issue type, and route it to the most qualified agent. For example, a typical workflow might look like this:
- The customer sends a query, e.g., “I can’t update my payment info.”
- AI reads the message and tags it as a billing issue.
- The ticket is auto-prioritized and sent to a billing specialist, skipping general support.
- Meanwhile, simpler issues (like FAQs) are handled by bots.
This reduces transfer loops, shortens resolution times, and ensures customers talk to the right person from the start.
AI suggestions during live chats to reduce handling time
AI can act like a virtual sidekick for agents. During live IT helpdesk chats, for instance, it might instantly suggest:
- Commands to restart a server
- Links to patch updates
- Step-by-step password policy resets
This cuts down the time agents spend searching for answers. As a result, average handle time (AHT) drops by up to 20-30%, letting your team close more tickets in less time.
Sentiment analysis for prioritizing escalations
AI also analyzes language and tone in real time. It flags messages that show frustration or urgency, like “This is the third time I’m reaching out!” and bumps them up in the queue.
Studies show that 79% of customers expect faster responses when upset, so prioritizing these tickets can boost CSAT scores dramatically. It also helps avoid escalations that might otherwise turn into costly churn.
Why Choose Auralis AI for Contact Center Automation
Not all automation tools are created equal. Auralis AI stands out by offering a complete suite that’s purpose-built to tackle the biggest challenges in contact center automation.
Powerful capabilities built for modern support teams
Auralis comes with three core modules that work seamlessly together:
- Helpdesk Assistant: Automates responses to repetitive tickets, integrates with your knowledge base, and ensures customers get instant, accurate answers even during off-hours.
- Live Chat Agent: Provides AI-driven assistance to human agents in real-time, pulling from policies, past tickets, and product documentation to speed up resolutions.
- CX Coach: Analyzes conversations to identify gaps, suggest coaching opportunities, and ensure your team consistently meets quality standards.
This combination enables you to automate as much as possible while building a smarter, more responsive support operation.
Real-world impact: Lower costs, better service
Businesses using Auralis AI have reported up to 35% reductions in support costs, thanks to lower staffing needs and fewer escalations. SLA compliance also improves dramatically. With faster triaging and intelligent routing, response and resolution times shrink, keeping you well within promised service levels.
Happier customers and agents
With Auralis handling routine issues and guiding agents on complex ones, customers experience quicker, more accurate support. This drives up CSAT and NPS scores. In many deployments, companies have seen customer satisfaction rise by 20% in just a few months. Meanwhile, agents have less stress with AI copilots and are more supported, reducing burnout and turnover.
A platform that scales with your needs
Whether you’re running a small helpdesk or a multi-language global contact center, Auralis is designed to grow with you. Its AI continuously learns from your unique data, so the longer you use it, the sharper and more tailored your support becomes.
Conclusion
AI-powered automation in contact centers reduces costs drastically and just makes it better in all aspects (from agents to customers). With Auralis AI, you can automate routine tasks, empower agents with real-time insights, and keep customers happier, all while improving your bottom line.
Ready to see how it works? Book a demo today!
