The customer service center is a fundamental area, especially in businesses that deal directly with the customer. This contact stage is worth many points in the experience provided by a company. Logo, to assist managers in monitoring call quality, 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 compared to the 55% adoption rate in 2023. Generative AI also shows a growing trend, applied by 65% of companies this year.
Giovane Oliveira, the CTO of Total IP, explains the adoption of this tool among companies. AI provides automation for countless mandatory daily business tasks. When repetitive activities are removed from an employee's routine, the potential can be applied to other demands, productivity increases, and satisfaction rises for both the professional and the user, explains.
Artificial intelligence in the call center
Technology is applied to improve tasks and increase the productivity of a specific area. According to Oliveira, support for people, especially by phone, needs this support to enhance human assistance. According to an analysis by Capterra, 81% of consumers still prefer phone calls, due to the possibility of explaining themselves better or asking more questions.
In the control centers, the volume of flames is high and, despite that, they must maintain a great standard. Thus, management and monitoring of connections are essential actions to understand the performance of this space within companies. It is necessary to observe the collaborators to outline a strategy offeedback and training. However, listening to hundreds of calls daily interferes with the leadership's ability to conduct a thorough assessment," says the representative of Total IP.
Thus, for him, in these everyday situations, AI should become part of the team. Through AI, developed by Total IP, managers in this segment are able to transcribe conversations into messages, in the format ofchatAdditionally, the tool assigns a score to the agent's performance. "Just these functions already change the routine of those who lead large teams," emphasizes the specialist intech.
The partnership between AI and humans should be recurring to convert the time spent on repetitive activities into analytical and complex tasks. "With AI screening, the manager can focus only on the statements that need attention, dedicate themselves to reversing low scores, and solve the poor service issue with focus," concludes Oliveira.
