GoResponse Telephone Answering Service Staff

Artificial intelligence: The future is now

For many years, experts have been championing the emergence of Artificial Intelligence (AI) and the ways in which it could help businesses and call centres. However, it is important for brands to recognise that AI is no longer a future tech; it is here now, and it is already offering many benefits.

In fact, AI has been around for several years already, integrated into solutions and working away in its simplest form. It can be harnessed to significantly improve the consumer experience and journey, and it works effortlessly alongside telephone answering services agents to provide optimised customer care.

Sabio’s Principal Solution Manager for Digital, Daniel Whaley, explained that many people are cautious when it comes to AI, especially as it is perceived to be geared toward robotics and potential job losses. However, it is not always a potential threat. Instead, it can be used to support customer engagement.

“Analyst firm Gartner has already predicted that by 2020 some 85 per cent of customer touch points will be offered without human assistance,” Whaley said, adding: “However, 2020 really isn’t that far away and we’re finding that a growing number of organisations are keen to find out how they can take advantage of AI and machine learning within their own operations.”

AI can offer many benefits, from virtual assistant solutions and predictive intelligence technology to speech analytics, cognitive artificial intelligence, and human-assisted services. By using these approaches, call centres can bolster their operations. For those that believe AI is still years away from coming to fruition, it might be time for a reassessment.

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