Last month, I wrote in The Pathway to Accelerating AI Adoption that the number of scarce resources necessary to apply AI to a single task was, in my humble opinion, the biggest inhibitor to AI becoming more ubiquitous. I shared how Google Research has introduced a high-level architecture for tackling some of the major limitations constraining broader AI applicability, and this line of research by Google and others is going to be critical for many companies to begin meaningfully adopting AI and machine learning at scale.

Consumers don’t just want excellent customer service; they demand it. The pandemic has undoubtedly sped the digitalization of business, and with that, customer expectations have heightened. The driving motivation to adopt artificial intelligence in call centers is to improve customer service. Customer experience is now a higher priority than cost reduction.

One of the major perks of AI is its ability to increase performance and productivity in the contact center at the agent and process level. It can be deployed in a number of ways, including streamlining data analysis, speeding the hiring process, aiding customer service, personalizing marketing efforts, and even sales and lead generation. 

Table of contentsHow do virtual agents lower customer service costs?They increase your ability to deflect voice volume to other channelsThey increase your average speed to answerThey increase resolution rates, tooThe virtual agent growth curve is fueled by customer acceptance Labor costs are the...

Artificial intelligence is expected to contribute an estimated $15.7 trillion to the global economy by 2030, with the potential to boost the GDP of local economies by as much as 26%. The number of enterprises developing AI solutions and helping companies put them into operation has ballooned in...

AI: Artificial Intelligence. We’ve all heard the term, and most of us use AI on a daily basis. Does your phone use face recognition technology to unlock its screen? Have you ever deposited a check through your mobile banking app?  The social media platform you use is also considered AI. Have...