The Role of AI in Call Centers


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Experts predict that by the end of 2020, 85% of all customer interactions will take place without the need of a human agent. Artificial intelligence is transforming the way businesses interact with customers, and nowhere is this more obvious than in the call center space. From Intelligent call routing that matches customer queries to the appropriate agent, to customer support bots that can answer 80% of tier 1 queries, artificial intelligence is reducing costs and agent turnover, while providing a seamless customer experience.

Watch Bradley Metrock (This Week in Voice) and Russell Vetrano (DefinedCrowd) as they take a deep dive into the potential of AI in call centers and look at the most innovative ways AI is being applied in this space. They’ll also present a case study showing how Voci Technologies – a Text-to-Speech vendor – expanded their capabilities with off-the-shelf data sets.