The Evolution of AI in call centers
AI has completely transformed the functioning of call centers in several ways already, and it’s highly probable that there will be additional enhancements in the future that we have not foreseen yet.
Up to now, there are several essential stages in the development of AI in call centers.
Transitioning from manual to automated call routing.
Presently, AI-driven systems have the capability to assess incoming phone calls and employ algorithms to identify the most suitable agent to deal with the particular issue. This removes the necessity of transferring calls manually and decreases wait times, guaranteeing that customers are promptly connected to the most suitable agent to address their inquiries.
From personally handling each customer query to using virtual agents, virtual assistants, chatbots, also known as conversational AI, use natural language processing (NLP) and machine learning (ML) algorithms to interpret and address customer inquiries instantly. These smart chatbots offer quick responses, avoiding customers from long wait times on hold, so that human agents can concentrate on more important inquiries.
From traditional manual quality assurance to using artificial intelligence for reviews and speech analysis.
Previously, a call center supervisor had to review their agents’ call recordings in their entirety to conduct performance evaluations and QA scoring. Currently, AI-powered tools for speech analytics can examine call recordings and transcripts to expedite this lengthy process by indicating if the agent met the requirements.
Quality assessment scorecard requirements.
Furthermore, AI has the capability to quickly analyze all of an agent’s calls, eliminating the need for supervisors to randomly select calls for review and reducing the likelihood of biased QA evaluations based on a particularly negative call chosen at random by a manager.
AI-human collaboration are future AI systems, expected to work seamlessly alongside human agents, handling the more routine tasks while leaving the complex, emotionally charged, or high-stakes interactions to humans. The human-AI collaboration will likely evolve to become more symbiotic, optimizing the strengths of both.
AI has come a long way in transforming call centers from rigid, rule-based systems to highly intelligent, learning-based systems that improve with each interaction. Today, AI plays a critical role in automating tasks, analyzing data in real-time, improving customer experiences, and assisting human agents, setting the stage for even more advanced autonomous systems in the future.
