How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids.
Robot-led workforce automation is not going away. MGI research found that 45 percent of work activities could be automated using current technologies; 80 percent of that activity is attributable to existing machine-learning capabilities. While some of the most celebrated sci-fi authors and respected tech influencers predict a future struggle with synthetic organisms bent on the destruction of their lesser intelligent creators, my greater concern is for an autonomous cab refusing me service because I’ve been segmented as a likely non-tipper. (I see you, Uber.)
This type of consumer segmentation is merely high-tech stereotyping in disguise. After all, stereotypes are primarily segmentations of a group using the observed or perceived behaviors of a few to then identify the whole. AI systems have become supercharged at doing just this very thing at high speeds, and with as much data as is available. The cultural imperative, therefore, becomes the need to prevent the imprinting of biases onto AI systems to avoid the isms of prejudice.
So, how do we as a society ensure that a disposition toward fair and equal treatment is standard issue in the AI ecosystem? In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. Contact Center companies must have both a sound strategy and the technical infrastructure in place to address this growing concern.
To better understand the ethical challenges that Contact Centers face as they begin to implement AI and machine learning, let’s take a look at two pernicious traits within these systems’ interactions with customers. They are manipulation and discrimination.
In the world of AI, the line between influence and manipulation is clouded with intent. In an early attempt to provide more targeted and personalized experiences for consumers, companies would invest in data mining programs that promised a competitive advantage. However, their ability to maximize insights from big data was only marginally successful; unfortunately, there were not enough hamsters to turn the wheel.
Enter artificial intelligence. Developments in this space now allow for insights to occur in real-time within a system that is simultaneously learning while quickly making improvements. Data derived from this process stream can be sketchy. As an example, let’s say it’s been proven that customers are more likely to upgrade their services during times of great duress or heightened euphoria. And let’s say a company just installed the latest super bot-CRM with a feature that can track a customer’s emotional state by using machine learning.
Would it be ethically wrong to target customers whose emotional states indicate a high probability for product upgrades? Or, what about creating those emotional feelings for the customer, to whom you can then pitch upgrades?
Both of these examples could easily be considered normal business practice, maybe the second one is creepier than the first, but they represent the types of opportunities that arise when given the ability to analyze thousands of touchpoints across millions of customers at the blink of any eye, and the ability do it better during the second blink.
While manipulation is clouded with intent, the line between judgment and discrimination is even hazier, in part due to pre-conceived biases. The personal data collected by AI systems may help a retailer determine the types of goods and serves to offer consumers, but in the wrong hands, the same data could be used to disenfranchise a segment of buyers as well.
These "supply or deny" functions are standard fare for algorithms, a precursor to the AI we know today. It’s not uncommon to experience the downstream effects of their faulty judgment while interacting with content produced by entertainment, e-commerce, and social media providers:
Netflix recommended movie genres of no interest to viewers while hiding content more aligned with their tastes. Amazon banned shoppers who returned items too frequently. Facebook has patented a technology through which your ability to repay a loan is determined by your social network. You may want to unfriend a few acquaintances immediately.
It doesn’t take much to see where things are heading. One day your personal data may be dissected and analyzed, without ill intent, but those insights might still create biases that are inaccurate or missing certain context that was overridden with machine learning and segmentation.
My human intuition tells me Call Centers’ practices and policies will likely continue to stumble in a bot-assisted future, but that doesn’t mean the conversation should end. There are still lines to be drawn and rules to be put in place. Having these conversations today, openly and transparently, will provide a far better experience for customers and quite possibly benefit our society.
Published: Friday, July 21, 2017
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|2.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
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|3.)||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.
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|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|15.)||Tru29 Outsource Solutions Inc.|
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