ARTIFICIAL INTELLIGENCE
BY MAIK HUMMEL, PARLOA
ILLUSTRATION PROVIDED BY ADOBE STOCK
FROM AI AGENTS TO HUMAN AGENTS HOW NEXT-GENERATION AI TRANSFORMS VOICE CALLS.
When AI was first introduced in the contact center, contact center managers hoped to use this new technology to streamline operations, enhance personalization, and boost call resolution rates.
The goal in those early days was to provide more effective support for their human agents. Since then, we’ ve witnessed AI’ s rapid evolution, thanks to continuing innovation and investment in AI and the open API delivery model, allowing for more seamless technology integration.
26 CONTACT CENTER PIPELINE
CONVERSATIONAL AI, GENAI, AND NATURAL LANGUAGE BRIEFING
Two important types of AI are driving this advancement in the customer service sector: generative AI( GenAI) and conversational AI. Both are built on natural language processing( NLP) foundations, yet they represent fundamentally different approaches to handling customer interactions.
Traditional conversational AI uses NLP primarily for intent classification( determining what kind of request is being made) and entity extraction( pulling specific key information from the input provided).... GENAI DYNAMICALLY CRAFTS RESPONSES IN REAL TIME BY CONSIDERING THE CONTEXT OF THE ENTIRE CONVERSATION. THIS SHIFT ENABLES A PREVIOUSLY UNATTAINABLE LEVEL OF PERSONALIZATION...