One sector of business seemingly ripe for automation and the application of artificial intelligence is the call center. The adoption of ‘thinking’ computers could lead to a reduced role for the human operator. According to Erni Medeovic, who is a Technical Architect for Interpreting big data Predictive voice analytics A further application, for the call center manager, is being able to receive a report on employee behavior, where the artificial intelligence platform runs an analysis on the tone of the employee and the types of language used. This, through feedback, can lead to an improved customer experience. This is achieved through Through predictive analysis, the performance of a call center operator is assessed by establishing patterns. This can be particular useful for determining negative customer interactions. Some artificial intelligence systems can go as far as to assess operator performance in terms of levels of enthusiasm and confidence. Where these fall short of management expectations, the employee can be retrained. Read more here…

thumbnail courtesy of digitaljournal.com