Artificial intelligence, or AI, is the simulation of human intelligence by machines. This includes learning, reasoning, and self-correction. AI in the contact center industry is entering a post-hype era, where we are finally seeing real-life examples of what the benefits are. Today, we can already use AI to convert speech to text and analyze the text.
While AI has been all the rage for the past years, it isn’t widely utilized in contact center solutions. AI can, however, already have an impact today. Applications already in use include chatbots, voice-to-text transcription, and analysis.
While robocalling is already used to some extent, especially in the United States, artificial intelligence will not replace agents in contact centers anytime soon – if ever. However, specialized AI can take over some tasks and steps, which are currently laborious for humans to complete. Examples include speech-to-text transcription and sentiment analysis based on the transcriptions.
Typing up hundreds of calls to text would a gigantic task for humans, whereas AI can easily handle it.
In order to take advantage of AI, you need masses of data. In order to use predictive analytics in call optimization, for example, thousands of calls are not nearly enough – millions are required.
As natural language understanding and processing evolves, we will see call menus with speech recognition. In the future, AI will understand unique statements with the help of natural language processing and develop itself through machine learning instead of simply giving the user a set of choices. However, if you’ve used a smart speaker, you know that perfect voice recognition is still far in the future – especially in less common languages.
AI will be more and more useful in automating some of the most tedious tasks in contact centers and will evolve to become a functioning helper for agents and managers.
Here are a few things you can already use AI for:
Managing big data and capturing data from customer interactions
Identifying customer behavior and needs