Transforming Customer Experience with Secure Conversational AI and Omnichannel Payments

Artificial intelligence (AI) is transforming the way customers engage with brands—and the contact center and payments space is no exception. However, many organizations view deploying AI in their contact center purely as a cost-cutting measure - a tool to reduce headcount, automate tasks and drive operational savings. Of course, AI can deliver efficiencies such as these, but this narrow focus purely on cost reduction risks missing its broader potential.

AI, when thoughtfully implemented, is not just a cost cutting tool, but also a powerful enabler of better customer experience. It can make payment journeys faster, more intuitive and more accessible, offering customers convenience without sacrificing security. Rather than being at odds with service quality, AI can enhance it.

This blog explores how AI, combined with a secure omnichannel approach to payments, can help organizations deliver the seamless, customer-first experiences today’s consumers expect, whilst at the same time reducing risk, improving efficiency and future-proofing the contact center.

The Shift Toward AI in Customer Experience

AI adoption in contact centers has accelerated rapidly in recent years. From natural language processing (NLP) in voice assistants to AI-driven chatbots and smart routing engines, organizations are embracing automation to streamline service delivery, so much so that 70% of CX leaders are planning to integrate generative AI into many customer touchpoints within the next two years, and many experts believe that AI will eventually play a role in 100% of customer interactions.

Consumers are also adopting AI solutions and increasingly expect self-service options that are always available and easy to use. They want to complete tasks such as checking an order, updating personal details or making payments without waiting in a queue or being transferred multiple times. AI makes this possible across multiple channels, enabling faster, more efficient interactions to the extent that now 51% of consumers say they actively prefer dealing with AI agents over humans for these types of queries.

The Role of AI in Omnichannel Payments

AI is increasingly being used to enhance the payment experience across digital and voice channels, particularly within self-service environments. By embedding secure payment capabilities directly into conversational AI agents, whether through chat, messaging or voice, organizations can deliver frictionless transactions that keep customers within a single, seamless journey.

This eliminates the need for customers to switch channels or wait to speak to a live agent to complete a payment. It also enables 24/7 payment acceptance, ensuring services are available whenever customers choose to engage.

Beyond convenience, AI-powered payment journeys can be highly contextual and personalized. Based on a customer’s previous interactions or purchase history, AI agents can recommend relevant upgrades or complementary services, increasing the likelihood of upsell success while maintaining a smooth experience.

When underpinned by secure, PCI DSS-compliant technology, this approach not only improves operational efficiency and customer satisfaction but also reinforces trust in the brand. The result is a more intelligent, secure and scalable payment experience, fully aligned with the expectations of modern consumers.

Improving Customer Experience through AI Integration

Conversational AI agents don’t just replicate human interactions—they can go beyond what human agents are capable of. With the ability to manage multiple conversations simultaneously, they provide instant, consistent responses at scale, around the clock and in multiple languages. This reduces reliance on large contact center teams while ensuring customers receive uninterrupted service, even during peak periods or outside of standard operating hours.

Conversational AI agents can handle complex tasks with a higher degree of accuracy than human agents, resolving a greater proportion of enquiries that previously required a human agent, freeing agents up to focus on higher value or emotionally sensitive interactions. 

However, AI doesn’t just replace human agents - it enhances their performance. Human agents can benefit from real-time AI-powered support, such as next-best-action recommendations, automated task handling and instant access to relevant information. This shortens average handle time (AHT), boosts first contact resolution (FCR) and helps reduce pressure in high-volume environments. For new agents, it also streamlines onboarding and reduces training requirements. 

The combined effect is a better customer experience—faster resolution, less frustration and greater consistency across interactions. At the same time, agents feel more supported and empowered, which can improve morale and reduce staff turnover. And organizations benefit from cost savings and revenue enhancement - studies show that AI-driven cross sell and up sell recommendations lead to higher conversion rates and can increase revenue per customer by up to 20%.

When deployed within a secure, omnichannel framework, AI becomes a powerful tool for elevating both customer satisfaction and operational performance.

From Siloed Tools to Seamless Journeys

To get the most out of AI, organizations must break down internal silos. If each channel or department uses different tools and processes, AI cannot deliver a coherent experience. It needs access to shared data and a centralized payment infrastructure to function effectively.

Treating each channel as a separate entity is no longer viable. Customers don’t care whether they’re speaking to the contact center, engaging on social media or interacting with a chatbot. They care about speed, convenience and consistency. AI needs a unified foundation to meet those expectations—and that starts with an integrated, omnichannel approach to payments. To achieve this, organizations should work with an experienced omnichannel provider such as Eckoh. 

Why Eckoh?

Eckoh is a globally trusted partner for organizations looking to secure customer payments across every channel. As a PCI DSS Level 1 Service Provider, we meet the highest industry standards for data protection, and our solutions are used by over 200 enterprise-level clients worldwide, spanning retail, finance, utilities, healthcare and public services. Each year, we help secure billions of payments across voice, digital and in-person channels—reducing compliance risk, increasing efficiency and enhancing customer trust.

To learn more about how Eckoh can help secure every channel of your contact center, explore our solutions or contact us to chat about your own situation and how we can help you.