Since the first call center came into existence in the late 70s, there has been an ascent in technological advancement pertaining to the industry. However, in terms of any major revolution, the last 12-15 years have been rather disappointing. Even though BPO companies have changed the face of inbound and outbound call center services by offering cost-effective services 24/7, yet fresh problems like attrition, accent, and other difficulties in terms of remote operations have cropped up. In such a scenario, the progression of artificial intelligence (AI) for managing inbound call center service and customer care can be considered as the next big revolution in the call center industry.
Dependence on human resources is expected to get considerably lowered with the advent of artificial intelligence. As AI will be able to take over front-end functions, human agents will be needed only to provide backup, thereby reducing stress and attrition problems to a great extent. Not only will inbound call center outsourcing see a major upheaval, but outbound call center services will also feel the impact in the form of thousands of simultaneous outbound calls that can be managed through an AI interface. Can it get any better than this?
Summing it up in a few points, Artificial Intelligence can replace the following technologies currently used in any BPO company offering call center services:
Since AI is a fast-growing technology in the present years, it is only a matter of time when it can be considered as “the next big thing” in the call center domain if implemented carefully and methodically.