Understanding the Impact of Artificial Intelligence on Call Center Technology

Artificial Intelligence (AI) is a fast-evolving field that has the potential to disrupt the way we live and work. In recent years, we have seen significant progress in various AI domains, such as natural language processing, computer vision, and machine learning.

One of the most notable advancements has been the development of deep learning techniques, enabling significant breakthroughs in image and speech recognition. It has led to the creation of smart virtual assistants like Siri and Alexa, which have become commonplace in many households.

AI is also transforming the business world, with companies using AI-powered tools for customer service, fraud detection, and predictive analytics. In healthcare, AI is helping improve diagnoses and develop personalized treatment plans. It is also being used in the education sector to create more personalized learning experiences for students.

Another area where AI-powered solutions are making a long-lasting impact is the call center service industry. It is an avenue worth discussing. However, before we get to that, let us first delve deeper into the recent craze surrounding AI. 

Why Is Everyone Fixated on AI Right Now? 

Over the past few years, there have been significant developments in AI technology, particularly in the areas of deep learning and natural language processing. This has led to the development of more sophisticated AI systems, including the AI-based chatbot and writing tool ChatGPT, which has captured the attention of millions of users. 

ChatGPT works like magic for those who are unaware of how AI operates. You type in a prompt or ask a question, and you will get a reply within a few seconds. It’s fast, efficient, and above all, a tool that’s free to use. 

Besides ChatGPT, AI-based tools can help people with other tasks, including image and video generation, animation, voiceovers, etc.

AI-driven solutions are also being used in call centers to provide customer support and generate high-quality leads. 

The idea behind using AI in call centers is simple. You take the human agent out of the equation and replace them with an AI-powered solution. In doing so, you benefit in several ways. However, as is the case with many other forms of technology, using AI in call centers also comes with a few limitations. 

The Pros of Using AI in Call Centers

Using AI in call centers offers several advantages. These are discussed in detail below. 

• Fast, Efficient, and Intelligent Call Routing: By using machine learning and Natural Language Processing (NLP), AI can analyze a customer’s query and route the call to the respective agent who is tasked with handling such queries. In this instance, AI doesn’t replace the human agent completely, but it helps make the overall process more efficient. 
• No Long Wait Times: AI can analyze customer statements or queries and provide an effective solution or suggestion. This helps cut down on long wait times.
• Efficient Big Data Management: As the AI listens to the client carefully, it can use NLP to identify key data points, separate them, and store them in their respective data storage units. If necessary, you can also program it to analyze the obtained data instantly and generate a report on the customer within minutes or even seconds. 
• Better Understand Customer Behavior: With the data obtained from customers, the AI will only take minutes to understand their behavior and create a detailed report on the customer’s buying or conversational patterns. Doing so will also help you and the AI algorithm predict customer behavior going forward. You can determine how a customer will react to a certain response or offer or what they will say if you provide them with a certain piece of information.
• Cut Costs: Perhaps the biggest benefit of using AI technology in call centers is that it can save you a lot of money. Running a call center with five agents can cost you around $250,000 a year. This, of course, is without the resources, training, and costs associated with hiring agents. However, with AI-based tools, you need not pay anything nearly close to that amount. With proper implementation of AI technology, you’re likely to save over $200,000 a year.

Although the benefits are there, you can’t ignore the drawbacks of using AI in call centers.

The Cons of Using AI in Call Centers

The advantages of using AI in call centers seem all shiny at first. But remember, all that glitters is not gold. The case for AI in call centers is the same. 

Here’s why:

• AI-powered solutions for call centers involve a high upfront cost. For you to set up the AI and train and update it regularly, you have to spend money on AI engineers and programmers. This can cost you a ton of money in the long run.
• You will need a lot of time to train the AI. During this period, you’ll also need to have your regular agents working on customer support and lead generation. Plus, they’ll have to contribute to the AI’s training. 
• If there’s even a bit of downtime in your AI servers, the entire call center will be rendered useless. Unless you can get the AI up and running again quickly, you’ll have to keep your operations off. 

Perhaps the biggest disadvantage of using AI in call centers is that it lacks a human touch, which is why clients still prefer humans to run call centers. They don’t want their queries to be answered by a machine. It’s not a trustworthy process. 

Besides, an AI tool can often fail to understand a certain dialect or tone. That means these customers will feel left out as the AI can’t help them unless you update them to understand a wide range of dialects. There’s also the issue of AI failing to tackle complex issues or issues that have just risen, and the AI has not yet been trained to deal with them. 

In Conclusion

Based on this discussion, it’s easy to see why leaving an entire call center in the hands of an AI algorithm is not a wise decision. Of course, you can use AI to help your agents, but you can’t have it replace them entirely. 

That’s why it’s best to rely on call centers that are run by humans, as we do at Blue Valley Marketing. 

Thanks to our US-based call centers, we’re able to deliver a human touch with all our calls. Whether it be for customer support or lead generation, there’s always a real-life person handling the phone call, making sure the client’s queries are all answered with care. 

Our devotion to such strategies has helped us cater to a wide range of industries, including B2B, education, e-commerce, telecom, and more. In many cases, we provide 24/7 call center support to our valued clients, and there’s no reason why we can’t do the same for you. 

All you need to do is reach out to us for a quick chat.

Last Updated on November 20, 2023 by Ronen Ben-Dror