Please Hold: AI in Call Centers & the Future of Customer Care


AI in call centers are necessary to delivering the high level of service that modern customers expect from the businesses they patronize in the 21st century.

It’s no surprise: excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated on a daily basis as under-resourced call center agents keep them on hold for long periods, oblivious to their customers’ distress as they’re unable to provide accurate information or satisfactory resolution. Meanwhile, agents themselves are frustrated with their labor-intensive, repetitive jobs, resulting in a high turnover rate, and requiring businesses to spend more money to recruit and train new agents. All-in-all, it’s not a good recipe for business success.

Artificial intelligence is changing all that. These cutting-edge technologies are streamlining labor intensive processes, supporting customer service agents and improving operational efficiencies. It also provides customers with more seamless experiences, agents with training opportunities, and managers with hugely valuable business insights.

In this white paper, we’ll explore:

// The importance of customer service to the profitability of a business;
// The benefits of AI to call centers;
// How technologies like IBM’s Watson are already revolutionizing the call center space;
// How high-quality training data drives successful call center AI;
// How can fuel your AI models to provide the best customer service possible.