DataSmart Is Demonstrating How AI Can Transform The Contact Center

In March 2023, Forrester Research published research on the state of play in the contact center environment. Specifically, the report examined how the leading business process outsourcing (BPO) providers are exploring offering contact center as-a-service type packages.

Forrester noted that in the previous version of this research, Artificial Intelligence (AI) was not really a consideration. Still, it now permeates every aspect of how a company should select its contact center partner.

The Use of AI Outside of It’s Realm

In 2023, the generative AI system ChatGPT achieved over 100 million regular users within two months of being launched. That’s faster than any game or social media platform has ever grown! It now has around 180 million regular users.

This shows that everyday users, outside the data science community, have now embraced AI. They are using it to help create business plans, write speeches, generate recipes, and even spark new ideas.

It’s no surprise that Forrester is now suggesting that contact centers consider how they will use AI. The customer experience can be dramatically improved using several AI features.

Chatbots that use the features of generative AI can perform dramatically better than those we have all seen and used in the past. However, some of the most immediate and important benefits from AI are located inside the contact center itself.

AI Knowledge Bases Set the Stage for Smarter Contact Center Operations

Artificial intelligence is reshaping how contact centers manage information, resolve inquiries, and support agents. One of the most impactful developments is the rise of intelligent knowledge bases that deliver accurate, real-time guidance during live customer interactions.

Rather than requiring agents to manually search for answers, these systems surface relevant content automatically based on customer history, sentiment, and inquiry type. This improves response consistency, reduces average handle time, and drives more first-contact resolutions.

Equally important, these platforms don’t replace human agents; they enhance them. By eliminating low-value administrative tasks and assisting with contextual decision-making, AI empowers agents to focus on empathy, precision, and problem-solving.

For enterprise-scale operations, integrating AI into the contact center knowledge layer ensures scalable support, faster onboarding, and aligned customer experiences across every digital channel.

At DATAMARK, these principles are already in action through our proprietary platform, DataSmart, which integrates AI knowledge capabilities to streamline operations and elevate both customer and employee experiences

Introducing DataSmart by DATAMARK

Introducing DataSmart by DATAMARK

Our DataSmart platform creates a competitive advantage for our clients by integrating AI directly into contact center workflows. Developed in-house, DataSmart is our proprietary AI solution built to enhance customer experience and agent performance.

While publicly available AI tools, such as ChatGPT, are designed for general use and trained on massive public datasets, DataSmart operates differently. It leverages the same large language model capabilities but is trained on DATAMARK’s secure, domain-specific data repositories. With this, you can ensure that every recommendation and insight is grounded in client-specific knowledge and industry context, which delivers more accurate, compliant, and relevant results for both agents and customers.

DataSmart in Action

While AI knowledge bases create the foundation for smarter contact centers, DataSmart demonstrates how these capabilities work in the real world.

Training an AI system to assist customers effectively means focusing on what’s relevant. For example, it doesn’t need to know the history of Caesar’s Rome; it needs to understand your products, customers, and service processes. By concentrating on the top scenarios agents encounter most often, DataSmart ensures accuracy, consistency, and speed where it matters the most.

The system continuously listens to live customer interactions, identifies context, and retrieves the most relevant information from DATAMARK’s knowledge base, all in real time. As conversations progress, DataSmart automatically generates call notes, updates CRM records, and recommends next-best actions without disrupting the flow of communication.

In effect, DataSmart is like giving every agent a digital assistant; one that anticipates their needs, handles administrative tasks, and delivers insights the moment they’re needed. This allows agents to stay focused on what matters most: connecting with customers and resolving issues efficiently.

DataSmart integrates seamlessly with existing contact center platforms and CRM systems, requiring no major infrastructure changes. Through adaptive learning, it becomes smarter over time. It refines responses, improves accuracy, and enhances the quality of each and every interaction.

By embedding intelligence directly into daily workflows, DataSmart transforms contact center performance and empowers agents to deliver faster, more personalized, and more consistent service at scale. The advantages our platform provides couldn’t be clearer.

The Benefits of Using DataSmart

Our clients are already seeing measurable improvements across key contact center metrics with DataSmart:

• Faster interactions: Average handle time has dropped from several minutes to as little as 30 seconds.
• Improved accuracy: Real-time data guidance helps agents deliver consistent, compliant responses.
• Reduced onboarding time: New agents ramp up faster since DataSmart automatically surfaces relevant knowledge.
• Higher job satisfaction: Agents feel more supported and less burdened by administrative tasks.
• Enhanced customer experience: Customers receive faster, more precise, and more personalized service.

DataSmart isn’t a future concept; it’s a proven solution already in use across DATAMARK client operations today. It’s revolutionizing how businesses manage customer interactions and apply data analytics for continuous improvement.

Partner with DATAMARK to Power the Future of Contact Centers

AI capabilities are reshaping how contact centers operate. With DataSmart, DATAMARK brings intelligence, automation, and human insight together to create faster, more personalized, and more consistent customer experiences.

Whether you want to streamline operations, empower your agents, or enhance service quality, DATAMARK can help you achieve measurable results through AI-powered contact center solutions.

Contact us today to learn how DataSmart can transform your customer engagement strategy.Visit DATAMARK.net to explore our full range of outsourcing and customer experience services, and stay connected by following DATAMARK on LinkedIn for the latest insights on AI innovation and customer experience.