Call centres need to embrace IoT

The world is becoming increasingly more connected. As the Internet of Things (IoT) begins to make real ground, call centres need to embrace this next-gen technology if they want to stay ahead of the competition. Getting on board can feel overwhelming at first, especially when faced with the prospect of implementing artificial intelligence (AI) and other IoT aspects in the workplace. However, with the many benefits and potential quick wins on offer, it is an opportunity that should not be missed.

Chatbots and Robotic Process Automation (RPA) can produce some quick and positive results for telephone answering services. For example, by using RPA, companies can gain automatic back-office automation, which frees up employees and better manages resources. Machines in general are far better at carrying out repetitive tasks than humans because workers become bored when conducting the same process time and time again.

Meanwhile, chatbots can be used to offer customer services care around the clock. It is low-cost, and AI can be implemented to answer the most basic questions. This allows call centre agents to be used for more complex tasks and queries.

By introducing IoT, RPA and chatbots, call centres are not replacing all human interaction, and workers should not be worried about losing their jobs. In fact, many consumers have a strong desire to talk to another person, so the need for agents will continue. However, using automatic processes and machines can save time and money on the most basic of operations, allowing costly and highly valued staff members to be better allocated across the workplace.

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