Impact of AI on Call Centers
- 1. IMPACT OF AI ON 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
- 10. Let’s Get Social Check Out Some Other SlideShare Follow Us to Find More Content Like This
- 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