What does it really mean when that voice on the phone says, “Your call may be monitored for quality”? Once it meant that a manager a call center somewhere might choose to listen in and hear how well their agent was performing. Today, rather than a person listening in, call are monitored by artificial intelligence.
AI can not only listen and transcribe calls for record that is easily searched and reviewed, but also analyze and tag transcripts for caller’s emotions. This can tell a customer service agent whether the caller is satisfied and happy with their service, or if they should offer a better solution. AI can also help to track caller across multiple platforms, aligning their emailed complaints, phone calls, and social media posts for a more complete profile.
Call centers aren’t the only place where artificial intelligence is changing customer service. When you text or message a company to find out their store hours, place an order, or find information the reply may come from a chatbot, a form of AI. By using chatbots to answer simple questions, employees have more time to devote to helping customers with more complex requests.
Some of the most advanced application for AI in customer service are popping up in retail stores. Ikea offers an app, built with augmented reality and artificial intelligence, to show customers how their furniture will look in their home. Meanwhile clothing stores are beginning to offer similar technology in “virtual fitting rooms”.
AI is all around us, learn more in this infographic:
Infographic Courtesy of CallMiner https://callminer.com/blog/role-of-ai-in-customer-experience-infographic/
