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

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




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


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


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




How Artificial Intelligence is Shaping Contact Centres - Globalteleforce - Blog

How Artificial Intelligence is Shaping Contact Centres

Contact centres have been in the industry for decades. With all the experience it has gathered in different parts of the world through the years, the industry has noticed trends and similarities year by year. Also, the advancement of digital technologies has helped the industry transform into what it is today.

The industry exists for a reason. They are a part of the team that makes a business what it is, but in a different perspective—how the business handles customers. Customer service is a part of the customer journey; if the contact centre screws up the interaction, then reputation will definitely receive damage.

Nowadays, contact centre agents are trained and expected to interact with customers not only on the phone, but also through social media, web chat, and video calls. Of course, this can be achieved, if the contact centre deploys the digital technologies needed and to not depend much on manpower, which was the situation before. With the development of technology, many companies are opting for bots powered by Artificial Intelligence (AI) to communicate with customers.

Interactions with Virtual assistants and Bots

There are companies who have adopted the use chat bots in answering common customer concerns and are only switching to customer service representatives when the issues are in need of intense, personalised assistance. According to the 3Cinteractive, an average of one out of four consumers use chat bots, while around 40 per cent millennials say they have chat bot interactions on a daily basis. In contrast to the mentioned data, 71 per cent of consumers had trouble in interacting with chat bots, saying that it couldn't answer their questions. The study revealed that people want to talk to chat bots during order checking or conducting product research.

Another thing, according to Thomas Soulez, AI has the ability to provide support in every interaction, thus helping contact centres to anticipate what customers are going to ask and want to talk about.

Increase in response time

In relation to the first topic, having chat bots, even though unstable at times, can help increase a contact centre agent's performance. Customers love it whenever assistance comes fast and issues are resolved quickly and efficiently. AI can serve as a backup or the first contact before the real customer service agent assists the troubled consumer. With the use of chat bots, customer service is definitely available around the clock.


Whenever the AI learns more through its interaction with people and time, the higher the chance of it to make errors. This means that once the AI is handling more data through time, the complexity of data interactions grows and there will be more room for mistakes to occur. So, in case contact centres have now decided to embrace such technology, they should find the time to monitor the progress of the AI and observe if AI is effective in human interactions and providing solutions in the industry.

Maybe, after a few years, the combination of human agents and AI can be a natural process as more businesses dive into this process. Even though there is more monitoring to be conducted compared to human agents, contact centre outsourcing that trains customer service representatives with different technologies have an edge in the game and can clearly adapt to any industry in need of customer service agents.


Publish Date: September 4, 2017 5:00 AM

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

View more from Globalteleforce

Recent Blog Posts:
How Knowledge Base Technical Support Matures and Moves with the Tech EconomyJanuary 11, 2018 5:00 AM
Why Businesses Prefer CRM Powered Customer Service When it comes to OutsourcingJanuary 9, 2018 5:00 AM
Inbound Sales How Analytics and Business Intelligence is Changing the GameJanuary 5, 2018 5:00 AM
Outbound Sales: How Analytics and Business Intelligence are Changing the GameJanuary 3, 2018 5:00 AM
Holidays 2017: Dishing Out Awesome Customer SupportDecember 21, 2017 5:00 AM
Holiday: How to Ramp Up Your Customer ServiceDecember 11, 2017 5:00 AM
How Digital Content Can Help Boost Your Customer Support PlatformNovember 23, 2017 5:00 AM
Key Resolutions for better Customer Experience in 2018November 22, 2017 5:00 AM
Contact Centres Pushing Philippines IT-BPM in Global OutsourcingNovember 13, 2017 5:00 AM
Halloween 2017: How Your Customer Service is SCARING Away Your CustomersOctober 30, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

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