Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers
Artificial intelligence (AI) is one of the hottest topics in call centers today. Strategic debates regarding its application for customer service, the potential for job disruption and the ethical issues surrounding human work displacement are taking place in boardrooms around the globe. But while AI is still in its early days—primarily in discussion and planning stages—the hype storm surrounding it already has contributed to inflated expectations that far exceed reality, according to Gartner’s Hype Cycle for Emerging Technologies.
AI is the most recent buzzword that technology companies and marketing firms are embracing and infusing into their content and sales pitches as the must-have innovation. And yet, the call center industry is no stranger to this type of frenzied buildup for technology that promises to solve service issues and lower labor costs by replacing agents with software or applications. In the late 1990s, online support was the highly touted successor to call centers. A decade ago, marketers latched onto social media as the shiny, new replacement to call centers. Well, we’re still here! [Read More…]