American computer scientist, Alan Kay once said, “some people worry that artificial intelligence will make us feel inferior, but then, anybody in his right mind shouldn’t have an inferiority complex every time he looks at a flower.” It is an incredible advancement that can spell a new beginning for mankind, ushering us to new avenues of growth and development.
So, being worried that technology can exceed our cognitive strength is an absolute waste of time and to an extent laughable. Yes, geniuses like Stephen Hawking have warned us about the possible hazards of AI but the fact that it can bring about astounding innovations to life is undeniable. In the past years, artificial intelligence has been the reason behind us advancing to new innovations, which is the reason why its deployment with the required regulations is absolutely unavoidable.
Intelligent Call Centres
Everyone in the business domain is probably in support of the AI integration in operations but when we talk about the major beneficiaries, outsourced call centre top the list. Business process outsourcing has drastically evolved with the aid of this technology and businesses in this domain are striking it rich with improved operations and enhanced productivity.
Let’s take a look at some of the major applications of AI in an outsourced call centre to understand its role and contribution in the development of outsourcing industry.
The agents in a typical call centre are held responsible to engage customers and build communication that can be lucrative for the business. Amidst ensuring the communication is smooth and the customers are satisfied, they often are unable to maintain the records that are essential for future reference.
Communication records are an essential part of consumer lifecycle reports that should be maintained by outsourced call centres and businesses across diverse verticals. These records can be assessed to not just understand consumer behaviour pattern but also gather valuable feedback to modify operations and products as per the requirement.
AI can be a vital tool to maintain these records without making customers feel out of touch during the communication. The technology can be of great help to organizations in capturing data of paramount importance that can come handy while analysing the product’s market performance and service quality of their business.
The IVR Edge
Interactive voice response is a form of artificial intelligence that has been a part of the call centre industry for a long time. Outsourced call centres have not only reduced the investment on human resources via AI-enabled IVR systems but have also served customers better.
If you haven’t experienced interactive voice response services then you are really out of touch from the technological advancements. This is like getting rid of half the hassles of waiting for an agent to assist you and accomplishing the intended task in a much lesser amount of time.
Interactive voice response can be an incredible advantage for both businesses and outsourced call centres. It is efficient, dependable, and lucrative just like a skilled call centre agent and can make service experience not just smooth but also more remunerative than ever before.
Often during the extensive call wait time and call transfers, customers get agitated due to the time that they have to invest to get a query answered or to get a request processed. IVR in the business realm is helping customers get to the exact department that is capable of processing their requests or answering their queries.
With interactive voice response, customers can easily navigate through the perplexing maze of call transfers. Selecting the apt department for a query or report is a way to make customer service seamless and efficient. No matter what the reason behind establishing the contact is, customers can easily navigate to the concerned department with the aid of AI-enabled IVR.
Outsourced call centres accumulate huge quantities of data on a routine basis and often there is a lack of a streamlined process to keep a track. With the aid of artificial intelligence, businesses can manage big data to ensure that critical information is processed, secured, and transferred without any hassle.
Capturing data at a lightning speed, cross-referencing, analysing the same, AI can also aid in sharing information across diverse platforms. This immensely helps in streamlining the operations of a renowned outsourced call centre.
Apart from offering a host of advantages to businesses in the outsourcing domain, artificial intelligence can also be the resource of valuable insights. Machine learning equips AI with the capability to assess data, patterns, and trends in customer behaviour and other aspects of the operations.
Call centres can deploy this technological innovation to get a hand on the insights that can aid in improving and enhancing the business operations. AI truly is an incredibly advantageous innovation for our world and call centres can deploy it in numerous ways to attain an edge over their competitors to deliver service that is value for money.