How Machine Learning is helping Call Centres improve Customer Experience

To serve the customer better – and boost profits in the process – businesses need to make smart decisions on the fly. Direct interchanges between consumers and call centres are golden opportunities to make this happen. According to John Magliocca, chief consultant for contact centre services outsourcing company, ISG, "There have been efforts underway to put contact data to work to best understand the current mood of the customer and other information that can immediately mould client strategy and direction [for some time]." With volumes of customer and transaction data available, machine learning platforms can inform contact centre staff on ideal product suggestions based on past purchases or upgrade a subscription service to premium if a customer's financial situation has changed. Data-driven solutions will continue to inform customer insights while simultaneously helping business raise bottom lines.