Emerging AI Trends for Next Level Call Center Support

AI plays a critical role in CX delivery. How up to date are you on the world of AI and how it impacts call centers?

A recent Deloitte study found that 86% of contact center executives plan to deploy additional self-service capabilities within the next two years. AI is a critical factor in actualizing that and delivering exceptional customer service. Here, we present a look at three AI call center trends to watch. What’s on your radar?

Humanizing Customer Interactions with Sentiment Analysis

Sentiment analysis helps humanize customer interactions by enabling the AI to sense and respond to the intention behind the inquiry. Whether routing an angry caller to a human agent or changing its response, adopting sentiment analysis as part of a company’s overall AI customer support strategy is an important trend to watch.

Eliminating Customer Support Errors with Recall Technology

Recall technology is another AI trend transforming the industry. This filtering technology screens inaccurate or unwanted communications before they reach the customer. Human agents can quickly delete or edit messages in real time if a mistake slips through the conversation.

Adopting Predictive Analytics

This technology empowers CX decision-makers to predict future call volume by analyzing and considering historical data. These insights help managers ratchet up or scale back staffing and optimize resources.

?Future-minded call centers have adopted AI technology to revolutionize their CX and future-proof their business. It’s critical to constantly stay on top of AI trends to innovate how you support your customers.

Learn more from this article that discusses the important call center AI trends to adopt. Read Now.

And check out our latest article in Forbes: How Enterprises Can Become AI Ready and Transition Smoothly.