Building the Future of AI in SMB Contact Centers: A Practical Guide

(CLICK ABOVE TO LISTEN TO MORE ON HOW SMBS CAN BEGIN TO IMPLEMENT AI THE RIGHT WAY!)

In a rapidly evolving contact center landscape, leveraging AI and innovation is no longer a luxury. It’s a necessity.

But what does implementing AI really mean for small and medium-sized businesses (SMBs)?

If you’re overwhelmed by the flood of solutions being marketed or unsure where to start, you’re not alone. This post breaks down how SMBs can position themselves for success with AI and prepare their contact centers for the next era of customer service.

The Reality Check on AI Adoption

Let’s start with the big picture. Large enterprises have led the way in AI adoption for one simple reason: volume. They have the millions of interactions needed to make expensive investments worthwhile. They can afford big-ticket tools or have in-house teams to customize solutions for their needs.

But here’s the catch: even large companies struggle.

Despite their resources, many are still testing solutions in small segments, bogged down by unclean data and implementation challenges.

If they’re cautious, SMBs should be, too.

Does that mean SMBs should sit back and wait? Not at all. You don’t need a Fortune 500 budget to succeed with AI. You just need a strategy. In fact, with the right approach, SMBs can often achieve greater agility and faster results than larger enterprises.

AI doesn’t have to be intimidating. By focusing on small, practical steps that address specific business needs, SMBs can make meaningful progress without overextending resources. The key is starting with what you already have and building from there.

Step 1: Integrate Before You Innovate

Before diving into advanced tools, your first priority should be integrations. Bring your contact center infrastructure together:

• Connect your CRM, CCaaS, and datasets.
• Ensure seamless data flow between platforms like Zendesk, Zoho, or Salesforce.
• Streamline internal workflows to reduce friction for both agents and customers.

Integration isn’t just a foundation for AI. It’s a cost-saver. It reduces average handle time (AHT), improves customer experiences, and lays the groundwork for more advanced solutions.

For example, by syncing CRM tools with CCaaS platforms, contact centers can automatically pull up customer histories for agents, drastically cutting response times. This foundational work often determines whether advanced AI implementations succeed or fail.

At Expivia, we’ve seen firsthand how effective integrations can transform the performance of contact centers for our outsourcing cleints. When systems work together seamlessly, agents can focus on delivering exceptional customer experiences instead of wrestling with fragmented tools.

Step 2: Build a Robust Knowledge Management System (KMS)

The #1 bottleneck in AI adoption isn’t cost or technology. It’s data. If your data isn’t clean, centralized, and easy to update, even the best AI solutions will stumble.

Here’s what a robust KMS looks like:

• A centralized repository for all knowledge assets.
• Clear processes for updating and maintaining data integrity.
• Accessibility to all departments with defined governance structures.

Whether you’re a 10-seat credit union or a 700-seat BPO, investing in a proper KMS today will pay off when you implement AI tools tomorrow. Clean data reduces errors, improves automation accuracy, and ensures agents have access to the right information when they need it.

A well-structured KMS also supports scalability. As your business grows, having a strong foundation means you’ll spend less time fixing data issues and more time innovating.

This is particularly valuable for SMBs looking to compete with larger enterprises on a leaner budget. At Expivia, we emphasize the importance of scalable knowledge systems as the backbone of any successful contact center strategy.

Step 3: Solve Real Problems, Not AI FOMO

AI can solve a wide range of problems, but SMBs often fall into the trap of adopting tools they don’t need. Avoid the "check-the-box" mentality by identifying the specific challenges your contact center faces. Here are some examples:

• Lowering Handle Time: Explore agent assist tools or auto-summarization features.
• Improving CSAT/NPS: Invest in analytics-driven solutions that offer actionable insights.
• Enhancing Real-Time Insights: Use supervisor dashboards for live monitoring and coaching.

Focus on solutions that align with your goals, not on what’s trending. For instance, if your primary goal is reducing abandoned call rates, prioritize tools and strategies that address that specific issue rather than adopting unnecessary technologies.

Expivia helps its clients focus on the outcomes they want to achieve, ensuring that every solution, whether it’s a simple workflow optimization or an advanced AI tool, delivers measurable results. AI is a means to an end, not the end itself.

Step 4: Establish Security and Governance Policies

Many companies hesitate with AI because they don’t understand their own thresholds for risk and compliance. Ask yourself:

• What data can we expose to tools?
• Are we comfortable with internal-only systems or external APIs?
• What internal reviews are needed before implementation?

Establishing clear governance policies ensures you deploy AI responsibly and effectively. SMBs can take inspiration from larger organizations by setting up data security frameworks that balance innovation with risk management.

For example, ensuring compliance with GDPR or HIPAA can seem daunting, but it’s a critical step for building trust with customers. Expivia has experience navigating these complexities and can guide SMBs in implementing AI solutions that meet both operational and regulatory needs.

Step 5: Crawl Before You Run

When you’re ready for AI, start small. For example:

• Agent-Facing Tools: Begin with mature technologies like agent assist or basic analytics.
• Operational Automation: Automate wrap-up work with tailored tools.
• Customer-Facing Enhancements: Gradually adopt chatbots or IVAs only when your integrations and KMS are solid.

And don’t forget: validate your solutions. Whether it’s AI QAing tools like OttoQa, human calibration or using advanced analytics, ensure your investments deliver the results you need. This measured approach ensures you’re building for the long term rather than rushing into tools that don’t fully align with your business goals.

For SMBs, starting small doesn’t mean thinking small. By tackling manageable projects and scaling strategically, you can achieve impressive results without the risk of overextending your team or budget.

Why SMBs Have a Unique Advantage

SMBs can sometimes adapt faster than larger organizations. With fewer layers of bureaucracy and lower transaction volumes, SMBs can quickly implement and refine AI strategies. The key is preparation:

1. Integrate systems and clean your data.
2. Build a scalable KMS.
3. Focus on solving your unique challenges.

This agility allows SMBs to punch above their weight, delivering customer experiences that rival those of much larger competitors. By focusing on foundational elements like integration and knowledge management, SMBs can position themselves as leaders in their space.

At Expivia, we’ve witnessed how SMBs with well-thought-out strategies can achieve transformative results. From reducing operational costs to enhancing customer satisfaction, the benefits are undeniable for those willing to invest in the basics.

The Tools of Tomorrow, Delivered Today

AI adoption isn’t a one-size-fits-all journey. As tools evolve, the SMBs that focus on foundational elements today will be better positioned to adopt tomorrow’s innovations. Imagine voice-activated dashboards, predictive analytics, and real-time agent coaching. These are just around the corner.

At Expivia, we’ve seen how investing in the basics pays dividends when advanced solutions are layered on top. The tools available today, such as advanced routing and agent assist, are more powerful when they’re integrated into a well-structured ecosystem. The same applies to emerging innovations like sentiment analysis and auto QA. Their effectiveness depends on the groundwork you lay today.

Whether it’s providing seamless support across digital channels or ensuring your knowledge systems are optimized, the future belongs to SMBs who are ready to act now. The result? Better customer experiences, happier agents, and a stronger bottom line.

By preparing today, you’re not just keeping pace. You’re setting your contact center up for sustained success in an increasingly competitive landscape.

For more insights into optimizing your contact center and building future-proof systems, check out my book, False Hustle: Transforming Customer Experience from Illusion to Impact, available on Amazon. And if you’re exploring tools or strategies to enhance your service, visit Expivia or OttoQA. Let’s connect and build a roadmap for your contact center success!