AI Brings New Intelligence to the Call Center
Artificial intelligence (AI) has been one of the most life-changing developments of the 21st century so far. For the call center, it’s no different; while some believe AI will improve call center operations, others believe it will do so at the cost of human jobs. What’s going on here, however, is much more complicated. Values and Benefits AI systems offer a lot of value for those who use them. In the contact center, that’s no different, as AI allows for a variety of functions that previously weren’t possible.
- Analytics. AI delivers a big punch in the analytics field. Able to take large amounts of data and search that data for patterns, which form the basis of actionable insights, AI can serve as essentially the processing system for analytics, able to handle the heavy lifting.
- Natural language processing. Natural language processing technology allows a person to talk to a computer in a normal voice, using normal speech, and be understood. Where before, computers could only be spoken to in commands, an AI can now listen to a customer’s call and respond to that customer in a similar speech pattern.
- Machine learning. With an AI in place, a computer can effectively program itself, at least to some degree, by taking observable circumstances and adjusting its operations accordingly. That’s machine learning, and with it, a system that can adapt to needs on the ground.