Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 2+2 = 5. But over time, patterns are established that make chatbots “intelligent” – smart enough to take on more and more complicated tasks.
Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence is used in the modern contact center.
Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a report published by Forbes last month, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that traditionally have the human touch such as financial planning or healthcare, over half of customers say that they do not trust AI to help them out.