The customer service center is a crucial area, especially in businesses that deal directly with customers. This contact stage scores many points in the experience provided by a company. Therefore, to help managers monitor call quality, Artificial Intelligence (AI) can be an essential tool.
The use of artificial intelligence in business
According to research by McKinsey & Company, 72% of organizations adopted AI in their processes in 2024. This shows significant progress compared to the 55% adoption rate in 2023. Generative AI is also a growing trend, applied by 65% of companies this year.
Giovane Oliveira, technology director at Total IP, explains the adoption of this tool among businesses. ‘AI provides automation for countless mandatory daily business tasks. When repetitive activities are removed from an employee’s routine, their potential can be applied to other demands, productivity increases, and satisfaction—both for the professional and the user,’ he explains.
Artificial intelligence in the customer service center
The technology is applied to enhance tasks and increase productivity in a given area. According to Oliveira, human support, especially over the phone, needs this assistance to amplify human help. According to a Capterra analysis, 81% of consumers still prefer service via phone calls because it allows them to explain themselves better or ask more questions.
In call centers, the volume of calls is high, and despite this, they must maintain excellent standards. Thus, managing and monitoring calls is an indispensable action to understand this area’s performance in companies. ‘We need to observe employees to outline a strategy for feedback and training. However, listening to hundreds of calls daily interferes with leadership’s ability to conduct thorough evaluations,’ says the Total IP representative.
Thus, for him, in these everyday situations, AI should become part of the team. ‘Through AI, developed by Total IP, managers in this segment can transcribe conversations into messages, in the form of chat. Additionally, the tool assigns a score to the attendant’s performance. Just these functions already change the routine of those leading large teams,’ highlights the tech
expert. The partnership between AI and humans should be recurring to convert time spent on repetitive tasks into analytical and complex tasks. ‘With AI screening, the manager can focus only on conversations needing attention, dedicate themselves to improving low scores, and solve poor service issues with focus,’ concludes Oliveira.
