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Research Outline
Prepared for Taka H. | Delivered October 29, 2019
AI in Call Centers
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Goals
The goal is to find out what the different uses of artificial intelligence in call centers is by looking at companies that have used this technology.
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Early Findings
The global AI call center market is currently at
$800 million
and is expected to jump to
$2.8 billion
by 2024.
AI can be used in call centers to
answer FAQ
s that are normally repeated many times per day by agents, as well as
directing people
to the correct department without having to transfer them around.
Voice recognition data
is being used to determine a customer's mood and sentiment and let the agent know behind the scenes. This lessens the chance of a call agent misreading a customer's tone of voice, and also helps companies track customer sentiment over time.
Outgoing call centers are using
AI smart-dialers
to determine what times of day are best to reach specific types of customers.
Predictive analysis
is used to predict the upcoming call volume and record volume data so centers can staff the needed amount of employees at different times.
AI is also being used to
detect keywords
and topics in a conversation and suggest various responses to call center agents.
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