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Increasing artificial intelligence in a Contact Center

> Can artificial intelligence be implemented in Contact Centers?

Artificial Intelligence, also known as (AI), is a combination of algorithms. Its implementation puts us on the road to digital transformation.

Artificial Intelligence, also known as (AI), can be defined as the combination of algorithms, which are created with the purpose of generating machines that simulate the same capabilities as human beings.

We are used to seeing this type of technology in action movies, but today it is a reality, although it is in a very early stage it is already a fact, artificial intelligence is here to stay and help us in our daily lives.

This type of technology can be implemented in a Contact Center, adding it as a complement, which allows you to establish relationships with customers, increasing their cognitive and connection capabilities, allowing you to introduce greater dynamism and increase the value of agent interactions.

This technological tool, called artificial intelligence (AI), allows us to generate synergies between our clients and agents, maximizing the response capacity and providing solutions to those normally faced by Contact Centers.

An example could be: answering frequently asked questions, requesting essential data to initiate a procedure, among others; which allows absorbing call volumes, as well as extending opening hours, without the need to incorporate additional resources.

All of this has its benefits; these types of tools contribute greatly to streamlining the distribution of incoming call flows with the available resources, without affecting waiting times, the key to customer satisfaction.

Roughly speaking, it is estimated that there are large projects with 80,000 to 100,000 conversations per day, with the use of this technology a call center can be decongested, with approximately 30% of traffic derived, especially outside office hours and without personal intervention.

The way in which we establish our relationships with the customer are fundamental, taking care of satisfaction should be one of the tasks with the highest priority, since it has an impact on the reputation of your organization, that is: how they see you and if they can recommend you.

Therefore, we can conclude that artificial intelligence, better known as (AI) is a very agile service, besides being considerably practical, so its implementation is becoming more and more necessary every day.

It is novel in terms of its machine learning and cognitive computing, which would lead us down the path of digital transformation. considering it is a very good option!

If you want to know more about our services, leave us your contact information here to coordinate an assessment with our specialists.

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