Match game: Why AI could bring the human touch to the call center

Consumers loath the automated enterprise call center. Nothing is more frustrating than yelling into a phone at an interactive voice recognition (IVR) system that just doesn't seem to understand what you need. But few realize most enterprises aren't fans of current automated call center solutions either, often complaining that the technologies are complicated, expensive and frustrating for users. Part of the issue is call center technology has evolved slowly. Today, nearly 80% of the call center market is still on premise, according to Talkdesk.