How Analytics, Big Data and AI Are Changing Call Centers Forever

If you've ever had to call a customer help line or other call center, you probably experience a shiver of dread at the mere thought. Some customer help lines are so reviled that people would rather deal with the issues than try to get support. But all that may be changing as companies use advances in data collection, data analysis, and artificial intelligence (AI) to improve the call center experience for customers and provide valuable insights for companies. You've probably heard the recorded message that "your call may be recorded for training and quality purposes," but companies are starting to realize that those recordings are valuable for a great deal more. With the advent of natural language processing (NLP) technologies and the ability to understand more unstructured data, like phone call recordings, companies are sitting on a wealth of information every time they record a call. And because the field is expanding so rapidly, there are many different ways companies can put this data to use.