• By quade
• 18 December 2024

The New Call Center Business Model: AI Call Centers

Adopting AI technology in call centers has exploded in the last few years. While initially seen as just a temporary trend, it is quickly becoming the new call center business model. As this industry grows and demands for their services increase, businesses are turning to AI to meet consumer demands.

This has raised many questions and quite a bit of uncertainty in the world about how these changes will happen. So far, its current uses are the only clues to how this might affect the future of the industry. With that data, players and other industry leaders can begin tracking data and checking analytics.

Role of AI in the Call Center Business Model

As more intelligent AI models emerge, the call center business model is starting to adapt to handle it by allowing it to handle more complex tasks. The first of these is understanding the customer’s needs and preferences. It does this by analyzing gathered customer data through various means and checking its interactions to see how they can be optimized.

For instance, the AI could automatically redirect customers to the right department so they don’t have to worry about that. It can also inform agents of any problems during their conversations or provide suggestions to make talking easier.

It isn’t just the low-level employees who benefit from AI adoption in the call center business model, it is also used by management to automate tasks and free up agents to do other things. All of this allows you to improve productively and automate tasks in redirections or to monitor the performance of agents. 

Furthermore, AI enhances workforce management (WFM) by managing agents in calls, especially during peak hours of operations. This can ensure that agents are sent where they are necessary and prevent long waiting times for customers. You can even set parameters that can determine whether or not the requirements are met for tasks to ensure they are accomplished or addressed.

The last and perhaps most important is regarding managing customer data. With how often hacks and data leaks happen, AI can add an extra layer of security. This is why the call center business model has started to adopt these. They can bolster data security by studying their potential threats and noting the managers about the problem.

How AI Helps Employees In the Call Center Business Model

The people who will be using AI the most during the call center business model the most are the call center agents. These can be useful in improving efficiency and solving problems faster. During calls, the AI can provide advice and pull up their customer data to explain the context.

If they mention a technical term, the AI can provide context and show the necessary sources. If you need something from your manager, the AI can also send requests for you. Sometimes, they can even handle queries independently and only redirect questions to you if they are more complex and past their understanding of the situation.