The Future of AI in Call Centers

Perhaps one of the most sophisticated and valuable elements of AI in call centers is something called predictive behavioral routing (PBR). PBR first came about in 2014 and is designed to connect consumers with agents most equipped to handle certain personality types. The technology listens to a customer's words and tone. It creates a customer profile, which then allows it to route the call to a specific agent rather than a random one, which ultimately leads to a better customer experience. The more times PBR is used, the more customer profiles it's able to create, thus allowing businesses to match customer profiles with the right employee. This creates positive, natural, and tailored interactions to a customer's personality, so they're more likely to feel helped.