Blog

BPO Contact Centres and AI: Taking Giant Strides in 2022

Date 07-03-2022

It certainly would be no overstatement to say that AI (Artificial Intelligence) has propelled the
contact centre industry in recent times. Take this for an example: all of the simple requests can be taken
care of using automated answers. The users can select the issues they are facing from a wide
set of options. Business Process Outsourcing providers

Those who provide BPM services would be well aware of the fact that AI has contributed
immensely to the contact centre industry. Problem solving and customer management has
become easier and convenient. Customers can now get their problems and issues sorted by
interacting with people on discussion forums as well.

Here is how AI is helping the contact centre industry:

Better Customer Management
A customer’s service history can be viewed by the contact centre agent at any given point with AI.
Since everything is computerised, there is no room for errors. Each of the customers is provided
with an agent depending upon his/her requirement. Plus, if your issue is small-scale (easy to
solve), then AI would provide you with a set of answers depending upon the answers you
provide. So, it can be said that automation has made life simpler for everybody.

Everything is on Record
Yes, everything is kept on record. This means the contact centre agent will be able to revisit
your history whenever he/she wants. In this way, you will not be able to explain the situation to
the agent if the problem strikes again. The agent can easily go back to your case history
in order to understand your problem. This is where AI comes in really handy.

It won’t be misused in any manner.
Nothing goes off the record. All of your data will remain safe in the hands of a contact centre
agent. This means the data you provide is not shared with anybody. Also, customised
solutions are provided after recording your answers (through AI). After the responses are
analysed, a contact centre agent is assigned to the case in order to assist you. This is how
Business Process Outsourcing (contact centre) providers handle customers and clients.

At iSON Xperiences, our aim is to provide our customers with the best after-sales services
(assistance). Our company works across a wide set of verticals and disciplines, including energy,
entertainment, media and more. Get in touch with us right away to explore unmatched
customer experience management and satisfaction. In short, business process outsourcing and
management is best experienced with us.