AI is changing contact centers by handling routine tasks, reducing wait times, and helping agents work more productively. By 2025, 80% of customer interactions will involve AI in some way, allowing businesses to improve accuracy and free up support teams for complex issues.
Rather than replacing human agents, AI-powered knowledge management systems and voice assistants support them by providing quick answers, reducing stress, and minimizing delays. This results in faster resolutions, better customer experiences, and a more productive support team.
In this article, we’ll explore how AI is reshaping contact centers, its key benefits, and the top AI tools that make customer support more effective.
What is AI for Contact Centers?
AI in contact centers helps agents manage customer interactions more smoothly by automating routine tasks. Instead of handling every request manually, AI-driven tools assist with answering common questions, routing calls, verifying customer details, and summarizing conversations. This allows agents to focus on more complex issues that require human judgment.
AI in contact centers relies on several technologies. Natural Language Processing (NLP) helps AI understand spoken and written queries, while Machine Learning (ML) improves responses over time based on past interactions.
Sentiment Analysis detects customer emotions, allowing agents to adjust their approach, and Predictive Analytics anticipates customer needs before they even ask.
Benefits of AI for Contact Centers
Contact centers using AI are handling customer support with fewer delays, more accuracy, and lower costs.
Here are some of the major benefits of using AI in call centers:
Faster Response Times
AI chatbots and virtual assistants like Luna, livepro’s AI-powered voice agent, can handle routine inquiries instantly, reducing long wait times and improving first-contact resolution. Instead of waiting on hold for simple requests like tracking a delivery, updating account details, or resetting a password, customers get immediate answers. For example, Luna can guide a caller through basic account actions without needing to transfer to a human agent, even during high call volumes.
Not all contact centers have the resources for 24/7 live support. Luna bridges that gap. Even when agents are offline, Luna can handle common questions, share accurate information, and reduce frustration until a human agent is available.
Accurate and Consistent Information
Inconsistent responses frustrate customers, especially when different agents provide conflicting information. This often happens when agents rely on memory, outdated scripts, or scattered data sources. AI-powered knowledge bases solve this issue by delivering real-time, verified information — and can be linked to any support channel, allowing both customers and agents to access the most accurate responses that connect to any channel.
Generative AI in customer support has significantly improved accuracy, with some AI-driven applications reaching 90% accuracy as they continue to refine their responses. Instead of searching through multiple systems, agents receive instant, up-to-date answers, reducing errors and inconsistencies in customer interactions.
For example, A banking contact center handling high-volume financial inquiries can use an AI-driven knowledge base to provide accurate answers on loan eligibility, transaction disputes, and fraud reporting procedures.
Reduced Costs and Lower Agent Workload
Conversational AI in call centers is projected to reduce labor costs by $80 billion by 2026, helping businesses reduce expenses while maintaining quality support. Many customer inquiries are repetitive, such as answering FAQs, processing transactions, or verifying details. AI automates these tasks, allowing companies to handle more requests without hiring additional staff.
With AI managing routine work, agents can focus on more complex issues that require problem-solving and human judgment, like providing personalized support where it matters most. This balance helps businesses scale customer service while keeping costs under control.
Smarter Decision-Making
AI gives managers real-time insights into performance, call volumes, and customer behavior, helping them make informed decisions rather than relying on guesswork. It tracks response times, identifies recurring issues, and highlights areas where support teams may need additional training. Instead of reacting to problems after they escalate, businesses can proactively adjust staffing and improve workflows and service quality based on actual data.
For example, a telecom company using AI analytics can spot a surge in customer complaints about network outages in a specific region. Instead of waiting for agents to manually report the issue, AI can flag the trend early, allowing managers to allocate resources, update self-service portals with real-time information, and reduce unnecessary calls to support.
Top AI Tools for Contact Centers in 2025
Here are some of the top AI solutions making customer support more effective in 2025:
1. livepro
Best For: AI knowledge management and voice assistance in contact centers
livepro offers an AI-powered knowledge management system built for contact centers and enterprises. It helps customer-facing teams deliver fast, accurate, and consistent support and empowers internal departments with real-time access to verified knowledge. With AI-powered search, decision guidance tools, and structured process flows, teams can find the right information quickly, reduce training time, and stay aligned. Automated updates keep knowledge current across the board without manual effort.
livepro’s AI Products and Features
livepro offers a suite of AI-driven tools designed to help contact centers improve their processes with smarter search, real-time assistance, and automated knowledge management.
Luna: livepro’s AI Voice Agent
Voice assistance allows customers to get answers by speaking naturally over the phone instead of navigating menus or waiting for an agent. Luna provides real-time, policy-based responses using information from livepro’s knowledge management system. It runs 24/7, handling high call volumes and giving customers instant, accurate answers without adding extra staff.
Customers can talk to Luna for common inquiries like insurance claims, order tracking, or appointment scheduling and receive clear, consistent responses. If a request requires human expertise, Luna smoothly escalates it to a live agent. It also offers multilingual support so customers can get help in their preferred language, making information more accessible and improving the overall experience.
Lightspeed Suite of AI Features
The Lightspeed suite in livepro makes finding the right answers faster and easier for everyone.
Lightspeed Search combines keyword and natural language processing to understand what users mean, even if there are typos or vague queries. It shows the most relevant results instantly, helping agents respond without delay.
LightspeedAI turns long, messy documents into clear, ready-to-use answers. For example, a 20-page policy document can be uploaded and transformed into a collapsible, easy-to-read article that agents or customers can use on the spot.
Source Documents lets you upload Word files, PDFs, Excel sheets, or PowerPoints and make them fully searchable without rewriting the content. Users can search across a large document library and find exact answers in seconds.
Together, these tools reduce the time spent searching, improve answer accuracy, and make onboarding and daily support faster. With Lightspeed, your knowledge base becomes easier to manage and use, giving your team a real productivity boost.
AI-Enhanced Knowledge Management
livepro’s AI-enhanced Knowledge Management consolidates unstructured data into a centralized system, making information easy to find, update, and use. It uses machine learning to analyze how knowledge is accessed, refining content based on usage trends and flagging outdated or underused articles for updates.
With livepro’s AI knowledge management, contact centers can:
- Organize and update knowledge automatically to keep content relevant
- Convert unstructured information into a single, centralized system for easy access
- Use drag-and-drop authoring tools with templates for quick content creation
- Provide step-by-step process guidance to help agents follow procedures
- Enable collaboration and version control for tracking updates and managing permissions
- Use integrations with platforms like Genesys Cloud, Slack, Salesforce, and Microsoft Teams to deliver knowledge directly within agent workflows
AI Analytics
AI Analytics provides real-time insights into how knowledge is used, how agents handle queries, and what customers are searching for. Businesses can see which articles are accessed most, identify gaps in self-service content, and monitor agent activity to ensure they are following documented processes.
The AI-powered dashboards also track key metrics like average handle time, resolution rates, customer transfers, and compliance adherence. By understanding agent workflows and customer behavior, contact centers can refine their strategies, improve training, and improve overall customer experience.
Pros
- AI-powered answers with multilingual support
- Automated knowledge governance
- Easy-to-navigate interface
- Centralized knowledge base reduces call transfers
- Built-in analytics tools
Cons
- Learning curve for advanced features, but the team is available to assist with setup and training.
Pricing
livepro offers three pricing plans, Flex, Premium, and Enterprise, tailored to different business sizes and needs. Pricing is customized based on requirements, and businesses can contact the livepro team for a quote.
Customer Reviews
“Finally, we have a knowledge management platform that provides everything we need to improve contact center efficiency while reducing customer effort. We’ve seen fewer repeat calls and an 80% reduction in SME support needed.” – Chris Nugent
Customer Rating
2. Bloomfire
Best for: AI-powered knowledge discovery and team collaboration
Bloomfire is an AI-driven knowledge management platform built for contact centers that need a centralized hub for information sharing and collaboration. It helps agents quickly find accurate answers, reducing resolution times and improving team efficiency. AI-powered search, automated tagging, and content recommendations make sure knowledge is easy to retrieve, while enterprise integrations provide easy access across different platforms.
Key Features:
- AI-Powered Search: Uses generative AI and semantic search to retrieve relevant information from documents, videos, and indexed databases.
- AI Author Assist: Generates summaries, key takeaways, and insights using AI to help create and refine knowledge content.
- Ask AI: Provides instant, AI-driven responses to agent queries using pre-vetted company knowledge to maintain accuracy.
- Enterprise Search: Unifies knowledge across platforms like SharePoint and Microsoft Teams for easy access.
- Content Recommendations: Suggests relevant content based on user behavior, improving knowledge discovery.
Pros
- Intuitive and visually appealing platform
- AI-powered search and indexing
- Customizable
- Responsive customer support team
Cons
- Navigation and indexing can feel clunky at times
- Some users report difficulty with onboarding and initial setup
- Certain features may require users to redo tasks if interrupted
Pricing
Bloomfire offers three pricing plans based on business needs:
- Team: Single team access.
- Department: Department-wide access.
- Enterprise (Most Popular!): Company-wide access.
Contact the Bloomfire sales team for a quote.
Customer Reviews
“Bloomfire is exceptionally user-friendly for both end users and administrators. Customizing the platform, managing users, and maintaining an archive of information is incredibly easy.” – Pippa M.
Customer Rating
3. Guru
Best for: AI-powered search and real-time knowledge recommendations
Guru simplifies knowledge management by providing AI-powered search and smart recommendations to help agents quickly find accurate information. It connects knowledge across different platforms, reducing the time spent searching for answers and improving response times. The platform makes sure agents always have verified, up-to-date information by automating content updates and flagging outdated resources for review.
Key Features
- AI-Powered Search: Instantly retrieves answers by linking knowledge across platforms, cutting down on research time.
- Smart Recommendations: Suggests relevant solutions based on customer interactions and agent activity.
- Automation with Human Expertise: AI drafts documents, detects content gaps, and eliminates duplicate information while agents verify accuracy.
- Single Source of Truth: Centralizes troubleshooting guides, FAQs, and process updates into one platform, keeping agents informed with real-time updates.
Pros
- Integrates with multiple tools
- AI-driven recommendations help agents find relevant information
- Encourages collaboration by allowing teams to create and update knowledge in real time
- Customizable “cards” provide a structured way to organize information for quick reference
Cons
- Search functionality can be inconsistent, making it harder to locate specific content
- Free trial has limited access to advanced features
- Layout customization options for organizing content are limited
Pricing
Guru charges $15 per user per month. A 30-day free trial is available, and businesses can contact the Guru sales team for a customized pricing package.
Customer Reviews
“Guru used to be phenomenal with integrations. At the click of a mouse, users can get all of their answers effortlessly, no matter where they are in the process. It’s easy to segment collections by teams, verify and update information, and track relevant analytics.” – Elizabeth S.
Customer Rating
4. Helpjuice
Best for: AI-powered search with customizable design and styling tools
Helpjuice is a cloud-based knowledge management platform that allows businesses to build and maintain internal and external knowledge bases. It helps contact centers organize information, making it easily accessible for both agents and customers. With customizable design tools, content creators can structure knowledge bases in a way that improves navigation and readability.
Key Features
- AI-Powered Search: Delivers fast and accurate results by analyzing queries and retrieving relevant content instantly. Includes category filtering, multi-format document search, and search analytics for better user experience.
- AI Knowledge Base Writer: Assists in article creation by suggesting content based on previously written material and indexing thousands of articles for efficiency.
- Swifty AI Chatbot: Provides 24/7 automated support by using AI trained on the knowledge base.
- Swifty Helpbar: Offers Google-like instant search within applications, delivering real-time answers as users type.
- AI-Powered Keyword Suggestions: Automatically generates relevant keywords to improve searchability and improve content visibility.
- Wizardshot: Instantly creates step-by-step tutorials using AI, making documentation faster and more efficient.
Pros
- Customizable interface lets teams design knowledge bases to fit their branding
- Analytics tools help businesses track knowledge usage
- Strong customer support team
- Easy-to-use editor
Cons
- Pop-up notifications on the dashboard can be distracting
- Some information may be difficult to locate without contacting support
Pricing
Helpjuice pricing ranges from $129 to $659 per month when billed annually.
Customer Reviews
“We use Helpjuice to educate our staff on critical in-house guides and procedures. Their AI chatbot is surprisingly accurate, and adding new articles is quick and easy. Their support has helped us configure things even when it sometimes means they miss out on an upsell.” – Chris A.
Customer Rating
5. Shelf
Best for: Complex knowledge bases with real-time AI-driven agent support
Shelf is a knowledge management platform designed for contact centers handling large and intricate knowledge bases. It provides AI-powered search, automated content organization, and real-time agent assistance, reducing the time spent searching for answers.
With integrations for platforms like Genesys Cloud and Kustomer, Shelf makes sure agents have instant access to the right information without an IT-intensive setup.
Key Features
- Agent Assist Technology: Delivers real-time answers by transforming knowledge into actionable insights, integrating with major contact center platforms.
- AI-Powered Search: Uses natural language processing (NLP) to provide precise search results, eliminating the need to navigate multiple systems.
- Generative AI Integration: Suggests responses and cites knowledge sources, helping agents resolve customer inquiries faster and reducing average handle times.
- Content Summarization and Automation: Converts lengthy documents into concise, searchable articles and canned responses for easier retrieval.
- Self-Service Optimization: AI-driven recommendations improve chatbot and self-service portal efficiency by learning from customer interactions.
Pros
- AI-powered search and real-time agent assistance
- Separate knowledge libraries allow different teams to manage content independently
- Highly reliable platform with minimal downtime and responsive customer support
- Automated content management keeps knowledge updated and accessible
- Expert guidance from Shelf’s team on best practices and implementation
Cons
- No built-in rating system for knowledge content
- Inability to download and tag multiple files at once can slow content organization
- Managing knowledge across multiple teams may still require manual oversight
Pricing
Pricing is available upon request. Contact the Shelf sales team for a quote.
Customer Reviews
“Shelf is most helpful when it comes to content management. The automatic reminders and ability to assign different contributors prevent any single person from being overwhelmed. The Agent Assist feature is also a standout—it automatically populates relevant articles for the CSR based on customer IVR flow.” – Christine V.
Customer Rating
AI Use Cases in Contact Centers
Here are some key AI use cases in contact centers:
Handling FAQs and Common Queries
AI chatbots and voice assistants handle routine customer inquiries, reducing wait times and allowing agents to focus on complex issues. These tools provide instant, accurate responses to FAQs, so customers don’t have to navigate lengthy documents or wait in queues.
Luna helps businesses automate these interactions by delivering direct, conversational responses pulled from the knowledge base. Instead of relying on agents for common questions, Luna provides clear, policy-based answers, reducing workload and improving efficiency.
In healthcare, for example, conversational AI assists with appointment scheduling, insurance queries, and general FAQs, helping patients get the information they need without human intervention.
Assisting Agents with Real-Time Information
Agents often struggle with information overload, leading to slow response times and inconsistent answers. AI-powered knowledge management systems simplify this process by delivering the most relevant information in real time.
With livepro’s Lightspeed Search, agents don’t have to search through multiple documents. AI ranks and suggests the most relevant answers, reducing handle times and improving response accuracy.
Detecting Customer Emotions to Improve Interactions
AI helps contact centers identify frustration, urgency, and sentiment shifts in real-time. By analyzing customer messages and responses, AI allows agents to prioritize urgent cases and adjust their approach based on sentiment analysis.
livepro’s AI analytics track customer sentiment trends and agent interactions, helping businesses refine their response strategies. When AI detects negative sentiment, it can prompt agents with pre-approved solutions or escalation recommendations, making resolving issues effectively and improving the customer experience easier.
Smart Call Distribution and Agent Scheduling
AI improves call routing by directing customers to the right agents based on expertise, workload, and past interactions. Smart workforce optimization tools help contact centers manage staffing by analyzing trends and predicting peak call volumes.
livepro’s AI-powered knowledge management integrates with call routing systems to make sure agents have the most relevant information when handling inquiries. This reduces call transfers and helps resolve issues more quickly.
Book a demo today and experience how livepro can be your contact center’s strongest tool for delivering consistent, reliable, and AI-driven customer support.
