What role does artificial intelligence play in contact centers?
Artificial intelligence (AI) is already being used extensively in good contact centers. The integration of AI offers notable advantages that benefit the operator, employees, and customers. A large proportion of the incoming requests are repetitive, such as changing address data or canceling an order. AI can take the burden off agents by answering repetitive questions on its own. By automating repetitive requests, agents can shift their focus to more complex cases and have more capacity to resolve them satisfactorily. Modern dialog-based chat systems are also able to process even more complex information requirements for customer inquiries largely independently - in some cases already in a text and content quality that is hardly distinguishable from written communication with a human agent.