Implementation of Artificial Intelligence in the Call Center
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 in some objective or task."*
#Irificial Intelligence
With this clarity and the understanding of what a Call Center is, the importance of this tool, which is changing the way customer service is provided, is evident. Chatbots establish a conversation with the customer, providing 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 addressed using this type of technology.
This is a competitive advantage, as the customer experience is more pleasant than if they were using an Interactive Voice Response (IVR) system, which requires the customer to spend some time on the phone typing options that sometimes don't provide the answer they need.
It should be noted that, according to the results of a study titled "Artificial Intelligence and Economic Growth: Opportunities and Challenges for Colombia," these types of tools could contribute to the growth of Colombia's Gross Domestic Product in the future.
Another advantage of Artificial Intelligence for Call Centers, considering that they already have the WhatsApp application linked, is that this tool has a penetration of 98% on smartphones, ensuring greater readability compared to other instant messaging tools.
Now, one of the concerns surrounding this type of tool is the need to replace human talent, which isn't the case, as customer service tasks are more complex, and this is where the team's capabilities play a key role in consolidating quality service in the Call Center.
Mistakes that can be made
When installing new software or implementing a new tool, a lack of knowledge and guidance can lead to a number of errors that can damage a brand's reputation. So, keep the following in mind:
- Sometimes the implementation of tools such as bots fails to meet the company's desired objectives. This is due to a lack of information provided to them. Therefore, it is important that, just like an agent, they are provided with the necessary data to meet the goals and achieve the objectives sought when implementing Artificial Intelligence.
- Don't overlook the interaction that chatbots have with the customer service process, for example, as not all customer requests can be addressed through this medium.
- Measure tool performance so you can implement improvement actions.
This, coupled with keeping these types of tools up to date, will prevent their implementation from becoming a headache and, on the contrary, will make them the best ally your Call Center could have had.
Fountain: *Wikipedia.
https://bit.ly/2zA5HAy – https://bit.ly/3hAKwjc
Content Writing by: Isabel Uribe
#We invite you to read our blog post «Avoid falling into the trap of misusing Artificial Intelligence (AI) in your customer service processes.»
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