Automatic management: AI can assess the quality of care

The call center is a key area, especially in businesses that deal directly with the customer. This contact step is worth many points in the experience provided by a company. Therefore, to help managers monitor the quality of calls, Artificial Intelligence (AI) can be an essential tool. 

The use of artificial intelligence in business 

According to a survey conducted by McKinsey & Company, 72% of organizations adopted AI in their processes in 2024. This demonstrates a significant advance when compared to the 55% of membership in 2023. Generative AI also shows a growing trend, applied by 65% of companies this year. 

Giovane Oliveira, technology director at Total IP, explains the adherence of this tool among companies. “A IA provides automation in numerous mandatory tasks of everyday business. When repetitive activities are taken from the routine of a collaborator, the potential can be applied in another demand, productivity increases and satisfaction, both professional and user”, he explains. 

Artificial intelligence in the call center

Technology is applied to improve tasks and increase productivity in a given area. According to Oliveira, support for people, especially by telephone, needs this support to enhance human assistance. According to an analysis by Capterra, 81% of consumers still prefer calls via telephone, because they can explain themselves better or ask more questions.

In the plants, the volume of flames is high and, despite this, they must maintain a great standard. Thus, the management and monitoring of the connections is an indispensable action to understand the performance of this space in companies. “It is necessary to observe the employees to draw a strategy of feedback e Training. However, listening to hundreds of calls daily interferes with the ability to fully evaluate the” leadership, says the representative of Total IP.

Thus, for him, in these everyday situations, AI must become part of the team. “By means of AI, developed by Total IP, managers in this segment are able to transcribe conversations into messages, in the format of chat. In addition, the tool assigns note to the performance of the attendant. Only these functions already change the routine of those who lead large teams” emphasizes the expert in tech. 

The partnership between AI and humans must be recurrent to convert the time spent in repetitive activities to complex and analogous tasks. “With AI screening, the manager can return only in the speeches of those in need of attention, dedicate himself to reversing the low grades and solve the problem of poor service with a FOCUS on”, concludes Oliveira.