Call Center Management Featured Article
Call Center Managers Embracing AI and Automation
Call centers represent one of the largest use cases for artificial intelligence (AI), according to new research from the Harris Poll. Improving the quality of customer interactions is one most important considerations in the call center, and has a direct impact on AI investments.
The Harris Poll surveyed company executives and found that call center managers have made AI investments with the goal of attracting and retaining more customers as well as improving customer interactions. And perhaps surprisingly, these AI adopters are willing to be patient about those investments, giving AI platforms one to two years before expecting an increase in revenues.
The research showed that eight out of 10 executives surveyed made their AI investments for the sole purpose of attracting and retaining customers. And the survey found that customer-facing operations like call centers were leading the way in early enterprise adoption of AI applications. Call center managers cited benefits like reduced wait times, personalization, technical support and faster resolution of customer complaints as factors when making AI investments.
“There is a strong consensus among mid-to-high level executives about the value of AI technology, specifically as it relates to improving customer experience and the importance of customer experience in AI technology decisions,” according to the survey.
Additional research from the Harris Poll found that 46 percent of customer interactions are already automated, with the number expected to reach 59 percent during the next two to three years. Call center managers revealed that improving the quality of those interactions was more important than the cost of investment in AI and automation technologies.
One of the compelling benefits of AI touted by technology vendors is the ability to quickly gather and pass along detailed customer information using automation. That information may then be used to quickly resolve issues that might otherwise require long hold times and transferring customers to multiple customer service representatives. The Harris Poll found that automation and the quick transfer of customer information resulted in a 54 percent rise in customer satisfaction and retention.
Among those managers surveyed, only 44 percent indicated that cost reductions were their main AI priority. Cost was an important factor in AI investments, however, with 90 percent of executives agreeing that AI projects for contact centers essentially pay for themselves. Even so, fast ROI was not a strong consideration when choosing AI technology.
To provide more information about how AI technologies and automation are transforming call centers and customer interactions, TMC (News - Alert) is hosting the Future of Work Expo from June 22-25, 2021 at the Miami Beach Convention Center. The event will explore how AI and machine learning can improve business applications, communications, collaboration, call centers and customer service, and marketing and sales experiences and initiatives.
Edited by Maurice Nagle