Use of Artificial Intelligence (AI) in Call Centers and its Limitations - Thrive Global

With changes happening to digital technology at lightning speed, one of the most impressive developments is the advancement of Artificial Intelligence (AI). The use of AI in certain automated systems has brought about a revolution in terms of lowering costs while improving efficiency. The AI or machine learning process is even reaching out to call centers, which have been the bastion of human interaction between companies and customers for many years. With more companies outsourcing their customer service and call center requirements to BPOs in locations such as the Philippines, the concern is whether AI will suddenly take the place of having a person on the other end of the phone. However, it is important to understand exactly what artificial intelligence is, how it benefits customers in a call center, and whether it will really take over the industry.