The use of traditional IVR (Interactive Voice Response) methods often proves insufficient to meet customer needs. This article examines the application of artificial intelligence (AI) technologies to enhance the efficiency of IVR systems in call centers. A proposed approach is based on the integration of speech-to-text conversion solutions, text query classification using large language models (LLM), and speech synthesis. Special attention is given to adapting these technologies to work with the Kazakh language, including fine-tuning models on specialized datasets. The practical aspects of implementing the developed system in a real call center for query classification are described. The research results demonstrate that the application of AI technologies in call center IVR systems reduces operator workload, improves customer service quality, and increases the efficiency of query processing. The proposed approach can be adapted for use in call centers operating with various languages.

Artificial intelligence (AI) is already doing great by automating the processes. Today, it has presented the world with so much creativity and innovations that will leave your mouth wide open with surprise. While it is accelerating now with a massive impact, it also plays a grand role in the BPO industry. Citing the magnifying functions of AI systems, we've compiled this editorial focusing on its apt functionality in business process outsourcing (BPO). But before diving into depth, let's understand the operations of machine learning and Artificial intelligence and how it extends its hand in the business functions taking it to a whole new level.

A new trend emerges in every industry yearly. In the BPO industry, for instance, the artificial intelligence or AI got the center stage. Experts even believed that it is going to be the next big thing -- and it is quickly happening in the present. For this year, there are also trends in the call center industry. Most of them talk about the different ways to appease consumers and clients. What we are going to list down is more on the technology side.

When it comes to running a small or mid-sized business, answering the phone is an essential part of the day-to-day. And even though a ringing telephone may distract from urgent tasks, it might not make financial sense to hire a full-time receptionist. Of course, letting the phone just ring or go to voice mail isn't a viable long-term solution, so what do you do? When it comes to running a small or mid-sized business, answering the phone is an essential part of the day-to-day. Interactive voice response (IVR) can be a lifesaver in such cases. Hosted IVR, which is IVR delivered via the cloud, by subscription, now makes a lot more sense for SMBs from a cost perspective.