Will Artificial Intelligence (AI) Improve Call Center Performance?

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Currently, the world is pretty absorbed in AI or artificial intelligence. From tech giants such as Facebook, Amazon, Microsoft, and Google to start-up incubators tucked away in the suburban areas of San Francisco, everyone is devoting their time and money to create future ready AI products. These inventions (both hardware and software) are projected to change the way we do business. Nevertheless, even with all the buzz and interest, the cloud of doubts over AI technology and its usage in the business world are growing by day. Take for instance, call center performance. In recent times, a great deal has been articulated and printed about the great impact of AI on call centers. A new Gartner study envisages that, virtually 85% of customer engagements will via enterprise chatbots by 2020. Therefore, future call centers shall more effective, analytical and high on performance. Virtual customer assistants (VCAs) will be able to envisage customer queries and give them a custom-made solution. Generally, the technology will not only enhance customer experience but the first to implement will have a conclusive advantage over their rivals. Sounds great! While promising, call center owners and managers have countless impending questions. This is because even with AI is developing,…
Categories: Artificial Intelligence
Tags: AI, Artificial Call Centers, Artificial Intelligence Bots, Call Center Ai Software, Enterprise Chatbots, Natural Language Bots

Digitizing Call Center: Things to Consider

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Considering excellent customer experience is the only basis of sustainable differentiation in the competition to win the new generation of tech-savvy customers, and the only way for call centers to attain this is through digital transformation. Today, digital technology is having some influence in every aspect of our lives, including call centers. Call Center Digitization Customers’ expectations and demands are shifting and they have a lot more power and control than ever before. Today, customers expect greater business transparency and corporate responsibility since they are now more comfortable using technology and use digital channels more often. They desire digital self-service, mobile and social media interaction as they move between different channels Few recent reports have shown that almost 50% of customers believe there is a decrease in voice-based customer services and 90% rise in non-voice customer service interactions. This is the outcome of the new generation digital customers who believe using email, social media, web chat, ai sms and self-service channels more convenient and effective than a phone. Due to these growing customer demands, call centers are digitally transforming. Cloud computing, analytics, mobile computing and social networks are all noteworthy technology trends being implemented by the call centers which are…
Categories: Artificial Intelligence
Tags: Ai Sms, Call Center Case Studies, Contact Center Ai Technology

Call Center Technologies – Go Digital or Die

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Call centers have gone through an unimaginable evolution over the last couple of years. Companies have embraced the idea of omnichannel call center so that they can engage with customers on their terms. And digital channel – in the form of social media, live chat, email, and self-service channels continues its expanding evolution as a popular customer interaction model. According to a few reliable reports, digital will surpass voice-based contact in a year or two. This means more and more contact center customers no longer wish to communicate with organizations over the phone. With the new generation of tech-savvy customers in the market (Generation Y) the spread of digital channels has had a positive impact on every part of communication. They would turn back to phone as a medium only when all others have failed to resolve their query. This demand artificial call centers to integrate digital channels into their customer engagement model, or become irrelevant. This transformation or revolution, as some would like to call it, has started an increasing need for an integrated experience in an omnichannel environment. With the logical move from mass service to mass personalization, the traditional telephone-centric call centers are no longer relevant. Businesses have begun…
Categories: Artificial Intelligence
Tags: AI Call Center Agent, Artificial Call Centers, Call Center Ai Technologies, Robot Call Center Agent

5 Reasons Why Call Center AI Will Improve, Not Replace Agents

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As technology improves, we all have that ultimate dream of having all our issues resolved at a click of a button. No matter the impediment. No matter the platform...prompt solutions and quality experiences. It is now common knowledge that Artificial Intelligence, or AI, is the future of customer service and something that will take call centers to the next level. However, what is call center AI? Do I have to be ready for a robot selling merchandise? Do I have to get used to being stuck in an endless IVR; routing me to automated responses that fail to answer my problem? Do we have to get used to boring, robotic and heedless chatbot responses? Numerous individuals have an augmented view of what precisely AI is, and more notably whether or not artificial intelligence will have undesirable impacts on how call centers operate in the future. Although a lot of people argue the introduction of AI in the call center industry will ultimately replace the role of human agents. In reality, the technology that comes with ai will only make call center staff more effective & resourceful. In this article, we have outline 5 reasons why call center AI is there to improve,…
Categories: Call Center
Tags: Ai Sales Bots, Call Center AI, Call Center Ai Software, Chatbot, Contact Center AI