Call centers leveraging artificial intelligence

There are various different forms of artificial intelligence. The aspects of greatest relevance to the call center manager are Natural Language Processing and Speech Recognition; these provide the basis for platforms that allow for business-to-customer or business-to-business interactions through the call center model. According to Erni Medeovic, who is a Technical Architect for the Patent Transformation Project, the past five years have seen a steady rise in the use of artificial intelligence for the call center model. This includes analyzing big data sets and making use of predictive analytics, so that automated and personalized customer services can be improved. Interpreting big data With these key metrics, artificial intelligence technology can be used to interpret big data to identify customer browsing patterns, purchase history, recent access to customer devices, and most visited webpages.