Let's start by being clear about what Artificial Intelligence is: “…it is intelligence carried out by machines. In computer science, an ideal “intelligent” machine is a flexible agent that perceives its environment and carries out actions that maximize its chances of success at some goal or task.”*
#IArtificial Intelligence
Now with that clarity and that of what a Call Center The importance of this tool is evident, as it is changing the way customer service is generated, since through the Chatbots A conversation is established with the client, giving immediate attention to a common need.
That is, frequently asked questions or situations such as Where can I find the form to access the benefit? can be served from this type of technology.
This is a competitive advantage, since the customer experience is more pleasant than if it were done through the customer service system. Interactive Voice Response (IVR) which requires the client to spend a certain amount of time on the phone typing options that sometimes do not give the answer they need.
It should be noted that according to the results of a study called: Artificial Intelligence and Economic Growth: Opportunities and Challenges for Colombia; These types of tools in the future may become an item that contributes to the growth of Colombia's Gross Domestic Product.
Another advantage that Artificial Intelligence has for the Call Center, considering that it already has the WhatsApp application linked, is that this tool has a penetration of 98% on smartphones, which guarantees greater readability compared to other instant messaging tools. .
Now, one of the concerns that falls on this type of tools is that of supplying human talent, which does not happen, since there are more complex tasks in customer service and that is where the capacity of the work team plays a role. fundamental role in the consolidation of quality care in the Call Center.
Mistakes that can be made
When installing new software or implementing a new tool, ignorance and lack of advice brings with it a series of errors that can cost the brand's good reputation, so keep the following in mind:
- Sometimes the implementation of tools such as bots does not meet the objectives desired by the company, this is due to the lack of information provided, so it is important that, just like an agent, the information is entered and delivered. data necessary to meet the goals and achieve the objectives that you want to achieve when implementing Artificial Intelligence.
- Do not leave aside the interaction that, for example, the chatbot has with the customer service process, since not all customer requests can be attended to through this means.
- Measure the performance of the tool and thus be able to implement improvement actions.
The above, added to not neglecting the update of this type of tools, will prevent its implementation from becoming a headache and on the contrary, it will be the best ally you could have in your Call Center.
Content Writing by: Isabel Uribe
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