Customer service call centers have revolutionized a variety of industries for past more than two decades. But, increasingly, both companies and customers are asking for more from their customer service experience. Companies want to provide a personalized interaction with the customer that is more than just scripted solutions.
Artificial intelligence (AI) has changed this process by introducing its own set of needs into the call center industry. The most successful applications of AI in call center quality assurance have all shown that it can improve customer service. This has also increased efficiency and reduced the costs of running a call center.
The following are some of the ways that AI is already impacting the call center industry:
Personalization
Each customer is different from any other customer, and the company should have a customized customer service experience for each. According to research, 58 percent of customers say that personalization is essential, and 80 percent agree. Because of this, there are a variety of ways that artificial intelligence is being used to increase the personalization aspect of quality assurance call center.
Real-Time Analysis
Call centers and businesses nowadays have an extensive database, which they access in real-time. This helps them with the analysis and decision-making processes. In addition, artificial intelligence has provided tools that provide real-time analysis of call center data. For companies, this can help make the most strategic call-center decisions, reduce costs and improve customer service.
Automation & Flow Control
Automation and human-computer interactions (HCI) are two of the most critical trends in the call center industry. Today, many companies have begun to apply these technologies to their call centers. As a result, computer-Assisted Agents now handle over 70 percent of all customer interactions with businesses via voice or video.
Predictive Analysis of Customer Behavior
Predictive analysis is taking information and putting it in an algorithm that allows the company to predict future outcomes. For example, it can help businesses predict what customers are likely to need next, which improves customer service. This allows companies to buy a specific product or service, which can ultimately help increase sales. Artificial intelligence helps to make these predictions accurate.
Speech Recognition/Voice Recognition Systems
Artificial intelligence is being utilized in the call center industry to help improve speech recognition and voice recognition software. This allows the company to control the calls, leading to the quality assurance call centre. The technology also allows the call center agents to have more freedom in how they conduct their interactions with customers. This can help improve the quality of service provided to customers while also saving them money.
