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Impact of AI on Call center

Join Calum Chace in conversation with Samespace where he discusses the impact of AI on the call center industry.

The recent pandemic has changed the way how businesses and global corporations operate. With call centers around the world being severely disrupted all at the same time, companies were forced to figure out a way to enable employees to work from home and AI has played a huge role in enabling this process of shifting from an on-premise set up to a cloud set-up.

Join Calum Chace in conversation with Samespace where he discusses the impact of AI on the call center industry.

In this on demand interview, you’ll learn:

  • How is AI impacting the call center industry today? Has the recent pandemic caused any shifts in the industry?
  • What role does conversational AI have to play in call centers? Does it help companies enhance their support via dynamic IVRs?
  • How can call center agents benefit NLP systems and sentiment analysis?
  • Can AI help customer service representatives to become more emotionally intelligent or are we yet to realize AI’s power to coach people?
  • More fundamentally, younger companies are designing their business processes so that customers never – or almost never – need to contact a human to obtain their goods and services”. Is it advantageous for companies to completely remove human interaction from their business processes or could be a cause of huge frustration?
  • Finally, can AI replace contact center agents?
Calum Chace

Calum Chace

Calum Chace, a keynote speaker, author and an Oxford graduate, has had a 30-year career in business and journalism, working for the BBC, BP, and KPMG among others.