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Call Centers and AI: Making Support Calls more Efficient

By Dick Weisinger

Artificial Intelligence and cognitive technologies are being applied to call centers to speed and improve the services provided. The market size for AI use in call centers is expected to grow to more than $2.8 billion by 2024, according to MarketsAndMarkets.

Today’s level of conversational AI isn’t at the point where it can field all in-coming questions, but it can answer some percentage of simple questions, and it can help route incoming calls efficiently to call center staff and prepare information for the call center operator. AI will be best for handling frequently occurring questions.

Some of the benefits of AI-powered call centers are:

  • 24/7 customer care, whether human representatives are available or not.
  • Users aren’t limited to just using the telephone. They can also contact customer service from tablets, laptops and workstations.
  • AI should limit the number of human errors and misinformation provided.

AI algorithms are even becoming smart enough to understand the customer’s mood and level of frustration. That information can be factored into what AI might communicate during a conversation or it could be provided as additional information to the human representative who then interacts with the customer.

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