How AICC Can Reshape Your Customer Services

Good morning, how can I help you?

This is generally the first question you will receive from a cheerful customer representative. But what if you just answered that same question three times to three different agents and still haven’t received a useful response? Sounds familiar? We have all had our nightmare experiences with contact-centers and vowed to never do business with that company again. Companies lose a lot of potential business because their contact centers are not able to provide a meaningful customer experience. 

And as the saying goes: You only get one chance to make a first impression. 

If that first impression is abysmal then chances are it will take a very long time before the customer will reconsider their opinion. 

CX as a competitive advantage

Research has shown that when customers need information about a product, the first thing they do is search online. Which is odd, because why would you not first contact the manufacturer of that product or service? After all, they developed, manufactured, and sold the product and so would probably be best able to provide the information you need. One of the reasons is that past experiences with contacting vendors has generally not been very helpful. So why go there again, knowing it probably will be a waste of time? Hence, the preference for self-service. 

Realizing that the customer service experience is generally not very good can also be an opportunity. What if your company is able to provide a positive customer service experience? This could be a major competitive advantage. Imagine all those dissatisfied customers switching from your competitors to you, and then keeping them with you because they enjoy doing business with you. This is actually easier than you might think, and let me explain why.

Building a contact center used to be a complex, time-consuming, and expensive experience. It required investment in hardware and software, installation, and maintenance. Scaling was complicated and availability could be an issue. The lack of in-house expertise meant hiring expensive experts who understand the technology but not the business. Thanks to cloud-based contact center solutions, all these challenges are now firmly a thing of the past.

Contact centers in the cloud

Cloud-based contact center solutions, such as Huawei’s AICC, do not require onsite installation. All the technology and intelligence are located in the (public) data-center and can be accessed via the Internet through a web browser. No complex installations, long deployments, or capital investments. The technology is maintained and the data is secured by experts in the data-center. In fact, it is as easy for a remote worker to use the application as it is for someone in the office. Scaling up or down is simply a matter of switching additional lines on or off. Payment is monthly and is only for the lines used during that month. 

Sounds too good to be true? It gets even better: Huawei’s AICC uses artificial intelligence to optimize the customer, employee, and business experience. 

Contact centers powered by AI

Customers can contact the company when and whichever way they prefer (e.g., chat, email, phone, video, and social media) and the system will automatically consolidate all the interactions into a single, meaningful conversation. No need for a customer to share the same information multiple times, because the contact-center agent can see the entire conversation, including those from previous interactions. This also includes the conversation the customer might have had with the self-service chatbot, even if that chatbot was able to satisfy the customers’ requirements. If a different agent happens to take over the conversation, they immediately have access to the entire history, and there’s no need to ask the customer to repeat their request.



Agents use a unified workspace, which is the same wherever they are in the world. This workspace contains all the information and tools needed to assist the customer. No need to switch between multiple apps, synchronize information across platforms, or keep multiple applications up to date. Through their browser, the agent can easily track conversations, interact with other agents, invite experts, escalate up-the-chain, and so on. 

As an open-source platform, third-party developers can create new features and functionalities for AICC that might meet the demand of multiple customers.

The business experience is enhanced through elaborate management tools integrated into the solution. Scheduling, quality management, analytics, reporting, and everything else contact center management needs to ensure a smooth operation is instantly available. The use of artificial intelligence helps managers to optimize workflows, monitor engagement quality real-time, identify training opportunities, and provide intelligent analytics and reporting. 

A comprehensive contact center solution

Now that you have realized how easy it is to ensure a terrific customer-service experience, you might be wondering if this is also possible for your small or medium-sized business. After all, an elaborate solution such as AICC is probably only meant for large multinationals with customers across the globe, right? 

Actually, no. Because it is cloud-based it can also be an economical solution for businesses that only need to deploy a small number of agents. 

You might also be wondering about the outbound capabilities of AICC. Can it send messages, like email, SMS, and social media posts, to your customers to notify them of a price reduction, promotion event, or other interesting information? The answer is yes! AICC takes care of both the inbound as well as the outbound communication with your clients, so no need to deploy and maintain separate systems. 

There are many more interesting aspects of AICC that we want to share, but we will save those for a future blog. In the meantime, learn more about the Huawei AICC or contact one of our partners or representatives.

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Disclaimer: Any views and/or opinions expressed in this post by individual authors or contributors are their personal views and/or opinions and do not necessarily reflect the views and/or opinions of Huawei Technologies.