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AI and machine learning are coming of age, and 2021 is set to become the year that AI dominates the customer service call center, by providing real-time feedback, predictive analytics, and in-depth analysis. AI is enhancing the customer experience while improving the lives of call center employees. This article will look at the ways that AI is changing the game when it comes to call center dynamics.
Interactive Voice Response (IVR) in the Call Center
Most of us are familiar with IVR when calling customer service centers, and have found them to be annoying, time-consuming, and not very helpful. “Press 1 for Spanish, 2 for English,” and so on. It’s gotten to the point where when the first prompt is heard, the caller just keeps pressing zero to speak with a live customer service agent before getting trapped in a maze of repeating, endless frustration. Still, when IVRs first came out, they served a purpose, and saved customer service ....

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