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Will AI (Artificial Intelligence) Replace Or Enhance A Call Center? - Fusion BPO Services - Blog

Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?


In this age of technology, we move towards a day when all our problems can be resolved at the press of a button. However, such a day of instant quality solutions to the difficult problem is still a distant dream. However, some think that the incorporation of artificial intelligence (AI) will change the whole call center scenario and replace the human agents for a faster, quicker and richer customer experience.

We are already seeing AI at work at some of the biggest brands. IVR and chatbots have already become very popular as a customer service solution. But they cannot offer a solution to all the issues a customer might face. And as of now AI also lacks the human touch that most customers want.

Therefore, even when many see AI as a saving grace that replaces human agent but keeps the human touch, the reality is far from it. While most AI systems (IVR, Live chat system etc.) can resolve the basic queries, they do not have the machine learning capabilities to offer solutions to complex problems. Sure, the data shows that AI has been extremely helpful at times, but to call it a savior would be an exaggeration. You can call AI a performance enhancer for the contact center, not a replacement.

Here are five reasons why AI will not replace a call center in near future:

1) AI is extremely expensive to fully implement

As the popularity of AI in customer service increases, many small and medium businesses start worrying about how much money they have to spend to meet the customers’ need for a faster solution that only AI can offer. While you want good CSAT scores by meeting customer expectations and providing them with good customer experience, you should also ask yourself whether it is worth shelling thousands of dollars on an AI system just to meet customer expectations.

Knowing your customer base is the key here. While a business with a younger customer base may want to choose AI over call center as young customers want a prompt solution to their problems, businesses with older customer base would do well by sticking to contact centers. According to SoftwareAdvice, 63% of people over the age of 35 prefer human interaction in the form of a phone call compared to an automated live chat.

2) Contact Center AI technology is not up to the mark - yet

Properly setting up the systems that require AI and the automation that encompasses it takes a vast amount of resources including money. And yet, today most AI systems do not have machine learning capabilities that help a customer find the exact solution they are looking for. Today AI is in a place where it is nothing more than a system that pulls from a database. If the customer query fetches the wrong result, then the customer has to go back and put a new set of keywords. The machine and AI today does not have a self-taught system that is smart enough to correct itself.

3) AI can streamline your lower level inquiries

People still prefer human agents over automation in sales and customer support. But AI can make the lives easier for customer support agents. You can set up an online FAQ form or get a system with IVR capabilities to streamline the regular queries and basic solutions. It will ensure that the customers call your contact center only when it is necessary and urgent.

4) Technology today requires sophisticated answers

The problems or pre-smart gadgets era were far less complex than the issues of today. As the technology advances, its issues grow more complex, and their solutions, therefore, have to be more sophisticated. And only a real live human agent can provide you with the solution as of now.

There is no way you can tackle the vast possibilities of customer queries through FAQ page, IVR or chat. The complex the problems, the more you need a human to resolve it.

5) AI is a complement to contact center operations

Today most contact center solutions offer a number of automation features that SMBs want to achieve through AI including - IVR and advance scripting. These features can definitely improve your contact center operations. But it is not yet in a position to replace it.

AI is still not in a position where it can replace a contact center. While it can definitely act as a performance enhancer and complement your call center operations, it still requires a lot of time and resources to implement. In addition to that, AI is not in a position to resolve complex queries – that power still remains with the human contact center agents. So, it can be said, AI has miles to go before it can become a successor of the contact center, if at all.


Publish Date: November 12, 2018 5:00 AM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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