Today, customers desire instant access and first-contact resolution to their needs. This need for immediacy is impacting the traditional customer support model. If you've just purchased a new Smart TV, you want to take it out of the box, plug it in, and start enjoying your favorite programs, right? But what happens if it just won't connect to your Wi-Fi? The last thing you want to do is sit on the phone for upwards of 30 minutes waiting to speak to a representative.

Artificial intelligence (AI) technology has risen to the forefront of call center automation priorities. Its promises to lower costs, increase efficiency, boost productivity, and enhance the customer experience are proven now that so many brands have introduced call center AI. But what drove them to this technology? As we all know, you don't need a solution if you don't have a problem. Let's examine the top four challenges that call centers are facing today and how AI has proven to be a valuable solution.