The Chicken Littles of Artificial Intelligence

On average approximately 40 to 50 percent of tasks in a call center are good candidates for automation. These are tasks that a call center agent or manager can trigger – updating your address, for example. The dialog between the AI and the customer is controlled by how the AI application is programmed and closely measured with human oversight. AI does not run without tight controls in place. The analytics include sentiment analysis that tells management which AI-conducted customer interactions were positive or negative.