Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How can AI (Artificial Intelligence) improve the performance of call center software? - Matt Parker - ContactCenterWorld.com Blog

How can AI (Artificial Intelligence) improve the performance of call center software?

Nowadays the world is excited to witness the technological beauty of AI (Artificial Intelligence). Big tech investors like Google, Microsoft, Amazon, and Facebook are now trying to make many Artificial Intelligence powered devices and software. There are many start-ups or small technical enterprises trying to involve some part of AI in their products or services. Contact Center business is a kind of industry that directly relies on the views of the consumer or the public. It helps other businesses to promote their products and solve the problems of their customers. Many advancements have already been there in the field of contact center software development, but yet the AI (Artificial Intelligence) powered call center software has to come.

What really an AI-powered Call Center Software Can Do?
AI or Artificial Intelligence is the branch of computer science that tends to perform the tasks requiring human or animal intelligence. It is the definition of AI that probably is known to most of us but the real question is the technology and its impact on various sectors. In this article, we will discuss how AI can improve the performance of call center software. Here are few things that may get changed in call centers with the implementation of AI Powered call center software.

Caller’s query prediction
When Machine Learning or Artificial Intelligence will be powered by Call Center Software, the predicting ability of different dialer software will be improved. Now a call center software can predict the query of the caller by analyzing the previous calls or the voice and wordings of the customer. This will not only help the agent to give better solutions to customers but also let the callers know that they are given priority by the company.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Efficient Communications
With an AI-powered call center software, the communication facilities of a contact center can be improved. When I say ‘communication’, I mean the communication through VoIP or other ways. The AI-powered call center software may forecast the errors and detect the loopholes in the communicating area, which will allow call centers to maintain a constant communication with consumers. In another way, the communication also will be efficient. That way may be to handle the customers who are irritated or don’t spend much time with the agent. Unlike human agents, AI-powered chatbots can handle customers without losing the temper which will enhance the customer experience.

Manual Cost Reduction
AI-powered call center software may require a less hardware to be installed. It also can help call centers to employ less human agents than today. This will no doubt decrease the manual cost of contact centers but may cause serious human unemployment in contact center industry.

Final Lines
In the end, it can be said that Artificial Intelligence is a necessity of mankind right now. It may not replace human intelligence fully but can co-operate with it and give good results in making this planet a better place.

Publish Date: May 31, 2018 6:05 AM

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 694 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =