Some key features are:
Summarize calls to save agents time and increase productivity;
transcribe and analyze calls to train agents;
direct customers to digital channels to reduce call volume.
What is the importance of artificial intelligence in a call center?
According to the aforementioned canada whatsapp number list Zendesk report, customers expect more when they reach out by phone and want their issue resolved without a second call — 60% of them reported that they are frequently transferred to another agent or department , showing that support reps are not always equipped with the context of the customer’s issue.
Learn about the types of call centers: functions, characteristics and trends.
5 applications of artificial intelligence in a call center
If you still can't imagine how artificial intelligence is applied in a call center, check out the following key features:
1. Self-service and knowledge management
Implementing AI-powered knowledge base software allows customers to quickly access the information they need and resolve their issues without the support of a human agent. This significantly reduces call volume.
The use of artificial intelligence is also applied to knowledge management to point out, for example, when content is out of date and to write self-service articles with just a few key ideas as a starting point.
2. Reduction of call times
This application of Artificial Intelligence for call centers is known as intelligent routing . In a customer service call, AI directs the request to the most suitable agent based on their skills, experience and language. This avoids situations like the one described above, long waiting times and transfers between agents and departments.