ARTIFICIAL INTELLIGENCE
BY JIM IYOOB, ETSLABS
ILLUSTRATION PROVIDED BY ADOBE STOCK
LOOKING BEYOND THE AI HYPE WHAT AI CAN ACTUALLY DELIVER
The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience( CX), eliminate agent turnover, and boost satisfaction scores by 40 %.
After implementing AI across multiple BPO operations serving Fortune 500 clients, I can tell you the reality is more nuanced than the marketing brochures suggest.
AI delivers significant value, but not where most executives expect it. The wins come from operational improvements that compound over time, not dramatic overnight transformations.
14 CONTACT CENTER PIPELINE
IN CONTACT CENTERS.
Here ' s what AI actually accomplishes: when implemented correctly.
DATA PROCESSING: THE UNGLAMOROUS REALITY
AI ' s biggest impact in contact centers isn ' t flashy chatbots or predictive analytics. It ' s mundane data processing that human agents hate doing but customers desperately need done correctly.
Consider post-call work. Agents typically spend 20 %-30 % of their time documenting interactions, updating customer records, and creating follow-up tasks. AI can automate 70 %-80 % of this work within six months of deployment.
THE [ AI ] WINS COME FROM OPERATION- AL IMPROVE- MENTS THAT COMPOUND OVER TIME...