AI helps to transform call center operations in a much effective way. Also, It facilitates a better customer experience. Let's discuss how AI is helping call centers.
2. With the new technology, call centers can
become more efficient, and AI is one such
innovation that can improve and optimize call
center operations.
According to Forrester, Investment in AI will
increase more than 300% over the next year.
3. Integration of AI in call centers
help to perform various
operations which are listed below
4. 1. CAPTURES CUSTOMER
INTERACTIONS
AI captures granular data (detailed data
analysis) of each customer interaction.
Voice recognition AI software systems helps
to detect human emotions through speech
intonation, speech pauses to improve
customer-agent interaction.
5. 2. UNDERSTAND YOUR
CUSTOMERS
According to SAS, AI makes this possible for
machines to learn from experience, adjust to
new input data and performs tasks like a
human.
Modern AI uses machine learning and natural
language processing techniques to train
computers to perform certain tasks.
6. 3. PREDICTIVE ANALYTICS
Predictive analytics helps call centers to
extract valuable insights in real-time, i.e.
1. How feasible a lead is to convert
2. How effective an agent is addressing
particular concerns
3. Most effective actions to satisfy a
caller
7. 4. EFFICIENT
COMMUNICATION
AI bots have the capability to answer
query instantly irrespective of time and
location. So, with the help of AI call
centers can deliver a seamless service to
customers.
8. 5. IMPROVES SELF SERVICE
Customers can help themselves instead
of interacting with agents or a chat-bot.
AI with the help of machine learning, and
NLP removes the hassle of customers
searching for helpful articles.
It serves them with recommended
articles that can best solve their problem.
9. About Us
CallCenterHosting (CCH) is a leading and globally recognized provider of
call center solutions.
We offer a complete software-based call center setup for start-ups, SMBs,
and enterprise, which includes outbound & inbound call center solutions,
call center dialers such as- auto dialer, predictive dialer, robo dialer, power
dialer & progressive dialer, and IVR services.
For more information, call us at +1-800-346-4974
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11. REFERENCES
Gartner Customer 360 Summit 2011
- Gartner
Predictions 2017: Artificial Intelligence Will Drive The Insights Revolution
12 Top Uses of Artificial Intelligence in the Contact Centre
How Artificial Intelligence in Call Centers a Game Changer?
- Forrester
- Callcenter helper
- CallCenterHosting
