A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond - CallMiner

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. New technologies are providing consumers with more options for connecting with the companies they do business with, but technology advancements are also reshaping the way companies are meeting those needs. Once a pipe dream believed to be far off in the future, artificial intelligence (AI) is one innovation that's transforming the customer service landscape. We've put together this guide to provide a comprehensive history of AI in the call center, from the advent of artificial intelligence as a whole to its first use in the call center and the potential for future disruption.