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BizReport : Advertising : March 21, 2016

Top 3 challenges for call centers

There is a growing disconnect between consumers, brands, and customer service. One expert believes artificial intelligence can help bridge the gaps.

by Kristina Knight

Kristina: What are the top 3 challenges for call centers?

Mikhail Naumov, Chief Strategy Officer, DigitalGenius: Contact centers are getting bombarded with customer service calls every single day. But, believe it or not - this volume of calls will look small in the future, when compared with the upcoming spike of text-based customer service queries which will come from customers via new communication platforms like Facebook Messenger, Whatsapp, Twitter and others.
• In the coming year, contact centers leaders must develop a strategy to deal with this immeasurable spike in customer service requests, coming from channels and platforms which themselves are growing faster than anything we've ever seen before.
• Creating this strategy will require contact centers to evaluate and balance the best of human talent and innovative technologies to create an efficient and resilient contact center.

Kristina: How can AI help businesses overcome these challenges

Mikhail: Artificial intelligence will have a transformative impact on the contact center operations of major companies in the coming years. It is mathematically the best and most cost efficient way to deal with the incoming spike in customer service requirements.

AI can be implemented alongside human agents to handle repetitive tasks and customer service queries, which are best handled by a machine. This will unlock valuable time for human agents to create genuine relationships with, and drive meaningful experiences for their customers.

Kristina: How does DigitalGenius use AI to help brands

Mikhail: DigitalGenius is the "Human+AI" Customer Service Platform. Its deep learning algorithms are trained on vast amounts of historical customer service logs and transcripts. The model is then plugged directly into a contact center's existing customer service console (like Salesforce, Zendesk, or Oracle). This gives every single customer service agent their own personal AI to help them handle daily customer service requests.

Tags: artificial intelligence, call center trends, call centers, DigitalGenius

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