

Phone calls are an indispensable part of a call center agent’s routine. Every day, agents must receive and respond to many calls and with a massive influx of inbound calls, many people find it difficult to connect to an agent on their first attempt, leaving them with feelings of frustration or too much angst to try and call again.
In an effort to improve customer experience, many organizations are rethinking their strategies, introducing elements of Artificial Intelligence as a way to provide a solution to help call centers and contact centers across the globe become more efficient and garner speed.
The average call center hold time is approximately 12-13 minutes, and most people are willing to wait up to six minutes on hold before hanging up. According to HubSpot, 57% of customers find long hold times to be frustrating, negatively impacting customer experience. As a result, call centers have resorted to AI – lessening the length of wait time and avoiding disappointment amongst customers.
Artificial Intelligence essentially introduces a faceless agent with a voice, who answers everyone and every question. The state-of-the-art technology considers every call, successfully prioritizing customers based on their sequence and ultimately serving as an agent in every capacity.
From conversational chatbots to automated ticket creation, Artificial Intelligence has reformed customer service in a better way. With the help of AI, agents can offer personalized services to their customers leading to brand loyalty and higher numbers of customer retention. While AI is no replacement for human expertise and experience, it does help increase efficiency and reduce AHT through the following ways:
For years, we’ve been integrated into the era of technology. With nearly every industry utilizing or planning to use many aspects of automation and Artificial Intelligence, it’s no wonder that it’s all the rage. The BPO industry is no exception and whether it’s a sale related outbound call or responding to an inbound support call, AI not only helps human agents to perform efficiently and more quickly, but also works to achieve a flawless customer experience, and in an industry where customer service is the most centered on responsibility- that’s the most important thing.
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