The impact of artificial intelligence on the call centre

The impact of artificial intelligence on the call centre

Thanks to hype, Hollywood and media coverage, much of what we perceive to be artificial intelligence (AI) is often wildly inaccurate, says Morgan Jones of Televerde. Often rooted in a misunderstanding of robots replacing human jobs, one of the specific industries often mentioned as one that is particularly at risk is the call centre industry. In reality, the potential for AI in the call centre is indeed transformational, but not in a way that would make humans obsolete or take over customer services reps jobs any time soon. In fact, according to Forrester Research, 57% of AI adopters said improving the customer experience is the biggest benefit. Whatever technology in available now or in the future, a marketing strategy is only as good as the people behind it – starting with a dedicated team…


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