AI has quickly become a buzzword in contact centers, yet it can sometimes feel unclear what practical value AI actually delivers. To help demystify this, we’ve broken down six truly valuable contact center AI use cases that Landis Contact Center and Attendant Console for Microsoft Teams can offer.
Read on, or watch the video below.
AI Use Case #1 – Note Taking for Callback Reminders
The traditional process of taking messages to pass along to an unavailable team member involves hurriedly scribbling notes while trying to capture all necessary details.
And so live call transcription comes to the rescue. But speech-to-text isn’t very new. The next win is to make it accurate, searchable, and tied to caller records.
Description
Landis Attendant Console automatically captures the conversation, then uses AI to generate a concise summary of what was discussed. With a single click, agents can then send a complete callback reminder with a callback link to the intended recipient.
Use Cases and Benefits
Accurate Handoffs: Agents or front-desk staff no longer have to manually type out a detailed message while juggling calls.
No Repeating: The next agent already knows why the customer called, so customers don’t have to repeat themselves.
Higher Efficiency: Saves time for staff who are quickly taking messages and transferring calls.
AI Use Case #2 – Intelligent Call Routing
Legacy phone trees frustrate callers with numerous menu options, requiring them to navigate complex options often unsure which selection is right for their request. Universities and organizations with multiple departments and kinds of callers especially struggle with this challenge.
Description
AI routing in Landis Contact Center can use Natural Language Processing (NLP) to listen to why callers are calling (using a short voice prompt) and then determining which department or agent is the best fit. Instead of sorting through endless menu options, callers simply state their needs in natural language, and the system identifies their intent to transfer them directly.
Use Cases and Benefits
Faster Resolution: Callers reach the right person immediately.
Lower Frustration: No more guessing which menu option might be correct.
Higher Accuracy: AI excels at interpreting varied ways people express the same need across different generations and communication styles.
AI Use Case #3 – Live Agent Assistance
While helping customers, agents often need immediate access to information or even coaching during live conversations. Live AI agent assistance monitors interactions and provides relevant resources or prompts at the perfect time.
Description
During live calls, AI listens to conversations and assists receptionists using Landis Attendant Console with prompts or data without customers even realizing AI is involved.
Use Cases and Benefits
Instant Information Access: Recognizes when specific items (like part numbers) are mentioned and immediately displays product details, pricing, and inventory information without requiring agents to hunt through multiple databases.
Smart Data Capture: Automatically captures important details like email addresses and contact information from conversations.
Automated Task Management: Pulls action items directly from live transcripts for automatic logging and follow-up.
Live Coaching: Provides live guidance based on conversation context, giving quiet heads-ups when agents miss compliance phrases or forget greetings without disrupting the call.
From the customer perspective, agents simply appear exceptionally knowledgeable, attentive, and efficient—handling requests quickly without needing repeated information. Meanwhile, agents spend less time searching and more time solving issues, resulting in shorter calls, fewer mistakes, and improved confidence in every interaction.
AI Use Case #4 – Virtual Assistants
Every contact center handles frequently asked questions that can be answered in seconds even though customers may wait in queue much longer than that. AI virtual assistants can handle these simple (and sometimes even relatively complex) interactions completely without human intervention.
Description
Landis Contact Center can be set up with AI-powered “virtual agents” to manage common customer inquiries from start to finish. Instead of waiting for a live agent, customers receive immediate assistance for straightforward needs.
Use Cases and Benefits
Complete Self-Service: Accesses information systems to retrieve order status, account information, and more without human involvement.
Multi-Request Handling: Processes multiple questions in a single call, without requiring callers to jump between departments.
24/7 Availability: Provides answers and assistance outside business hours, in some cases eliminating the need for voicemail.
AI Use Case #5 – Custom Prompts for Tailored Contact Center Experiences
One of the strengths of AI in contact centers is its customization capabilities. Unlike rigid systems with preset responses, modern AI contact center solutions allow you to define exactly how it should analyze and respond to conversations.
Description
Custom AI prompts within Landis Attendant Console let you control how AI interprets call transcripts and what kinds of feedback to deliver. You determine how the AI transforms conversation data into summaries, coaching tips, or other actionable insights.
Use Cases and Benefits
Organization-Specific Tailoring: Incorporate your code of conduct, company language preferences, required compliance statements, quality standards, and industry terminology.
Format Flexibility: Specify exactly how you want information presented—whether as bullet points, paragraphs, brief summaries, or detailed analyses.
Practical Implementation: Use custom prompts with live call transcripts to generate results that can be copied into tickets, follow-up chats, or callback reminders.
This approach transforms generic AI into “your AI”—working exactly how your team needs it.
AI-Enhanced Callback Requests
When callers opt for a callback instead of waiting on hold, AI significantly improves the experience by adding valuable context to the process.
Description
Landis Contact Center not only captures the callback request but also asks callers to briefly explain their reason for calling. It then uses AI to summarize this information and prepare it for the agent who will be returning the call.
Use Cases and Benefits
Contextual Preparation: Agents begin callback conversations already knowing why the customer called, allowing them to prepare relevant information beforehand.
Proactive Problem-Solving: Agents can start addressing the issue immediately rather than spending time gathering basic information.
Efficient Queue Management: Allows callers to disconnect without losing their place in line, reducing perceived wait times.
Want to Take a Closer Look at Contact Center AI Use Cases?
Discover how Landis Contact Center and Attendant Console for Microsoft Teams can deliver real, practical value with these six powerful AI features:
- AI note-taking
- Intelligent call routing
- Live agent assistance
- AI virtual assistants
- Custom AI prompts
- Enhanced callback requests
Don’t let your contact center fall behind with outdated systems that frustrate both customers and agents.
