Thanks to artificial intelligence (AI) and speech analytics, call centers are no longer limited to answering customers’ queries, but are shaping up to be full-featured customer experience centers.
According to a study by Information Services Group (ISG), with service buyers increasingly accepting self-service, chatbots are moving into a more dominant role in the customer service industry.
“Machine assistance is creating more value out of voice processes,” says Esteban Herrera, partner and global leader at ISG Research. “Virtual help is making contact centers more intelligent.”
AI has turned out to be a boon for the customer services industry, providing a holistic view of a customer history by pulling data from past contacts, the report states.
There is so much buzz about automation that call centers are moving rapidly toward non-voice business models, according to the research firm.
The research firm describes bots as ‘complex decision-making agents’, as they are sending emails and chat-based decisions to customers.
Enterprises are trying hard to live up to the expectation of millennials, the report states.
“They want to offer 24×7 connectivity across all touchpoints, and they want service providers to offer traditional call centers armed with automation capabilities, including virtual agents.”
In addition, many enterprises are looking for contact center support to help them deal with customer queries made through social media.
Service providers, in the meantime, have begun offering consulting expertise to enterprises looking to deploy their own bots, as some enterprises are interested in using AI-powered bots to continuously measure customer sentiment.