Automatic management: AI can assess the quality of service

The call center is a crucial area, especially for businesses that deal directly with customers. This stage of contact is crucial to a company's overall experience. Therefore, to help managers monitor 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 represents significant progress compared to the 55% that adopted it in 2023. Generative AI is also a growing trend, implemented by 65% of companies this year. 

Giovane Oliveira, Chief Technology Officer at Total IP, explains the adoption of this tool among companies. "AI provides automation for countless mandatory day-to-day business tasks. When repetitive activities are removed from an employee's routine, their potential can be applied to other tasks, increasing productivity and satisfaction for both the employee and the user," he explains. 

Artificial intelligence in the call center

Technology is used to improve tasks and increase productivity in a given area. According to Oliveira, customer support, especially over the phone, requires this support to enhance human assistance. According to a Capterra analysis, 81% of consumers still prefer phone support, as they can better explain themselves or ask more questions.

In fire stations, the volume of calls is high, and despite this, they must maintain excellent standards. Therefore, managing and monitoring calls is essential to understanding the performance of this area within companies. "It's important to observe employees to develop a strategy for feedback and training. However, listening to hundreds of calls daily interferes with leadership's ability to perform comprehensive assessments," says the Total IP representative.

Therefore, for him, in these everyday situations, AI must become part of the team. "Through AI, developed by Total IP, managers in this segment can transcribe conversations into messages, in the format of chat. Furthermore, the tool assigns a score for the agent's performance. These functions alone change the routine of those who lead large teams,” highlights the specialist. tech. 

The partnership between AI and humans must be ongoing to convert time spent on repetitive tasks into analytical and complex tasks. "With AI triage, the manager can return only to the reports that require attention, dedicate themselves to reversing low scores, and resolving the problem of poor service with a focused approach," concludes Oliveira.