With the adoption and rise of artificial intelligence into businesses, one must ask does this new AI capability help improve overall customer experience?
According to Forbes, the market for call-center AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024. And, with this forecast, what does that mean for customer satisfaction and call center operations?
The modern technology of AI (artificial intelligence) is a complementary function for call centers. It is currently being used throughout many businesses, enterprises, retailers, and many call centers. It is known to be used and deployed in IVR system (interactive voice systems) with the goal to expedite and route caller’s needs and queues quickly. It is used to signal and identify data patterns and customer service interactions between caller and agent for interruptions, voice cadence, customer sentiment and any data analysis that can help the customer experience become smoother. However, many callers get frustrated talking to an automated voice prompt at the initial call and want to bypass that to speak with a live agent.
The AI component for contact centers help enhance the operations, fix customer service loopholes and processing of high volume calls, but it certainly is not a replacement for the human touch of service. We, at IA Call Center, define superior customer experience by offering the human -to -human touch of live agent communication with customers that seek help and resolution. Our professionally-trained agents receive callers’ request with the heart of empathy and compassion as well as assimilate and assess the caller’s immediate needs rather than utilize solely AI’s job of analyzing customer data patterns and requests.
IA Call Center’s personalized customer support is one that serves the people first with focused attention and human engagement. As more contact centers implement or rely heavily on the source of AI to relieve high calls and high demands for customer service, we intend to match people with people.
Our AI solution acts as a supporting element to what remains our core service: To offer superior, personalized, VIP customer support where IA Call Center is your strategic partner to help your business scale and grow in greater revenue.
For more information, please contact us at 877-631-9711.
About IA Call Center:
IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors.
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.
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Ian Tempro, Head of Special Projects, at IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.