The customer service center is a fundamental area, especially in businesses that deal directly with the customer. This stage of contact is worth many points in the experience provided by a company. Logo, to assist managers in monitoring 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 have adopted AI in their processes, in 2024. This demonstrates a significant advance compared to the 55% adherence in 2023. Generative AI is also proving to be a growing trend, applied by 65% of companies this year.
Young Oliveira, technology director of Total IP, explain the adoption of this tool among companies. AI provides automation in numerous mandatory tasks of daily business life. When repetitive activities are removed from an employee's routine, the potential can be applied to another demand, productivity increases and satisfaction, both the professional and the user, explain.
Artificial intelligence in the customer service center
Technology is applied to enhance tasks and increase productivity in a specific area. According to Oliveira, the support for people, especially by phone, needs this support to enhance human assistance. According to an analysis by Capterra, 81% of consumers still prefer assistance via phone call, for the possibility of being able to explain themselves better or to ask more questions
In the centers, the volume of flames is high and, despite that, they must maintain a great standard. Thus, the management and monitoring of connections is an essential action to understand the performance of this area in companies. It is necessary to observe the collaborators to outline a strategy offeedbackand training. However, to listen to hundreds of calls daily, interfere with the integrity of leadership 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, the managers of this segment can transcribe conversations into messages, in the format ofchat. Furthermore, the tool assigns a score for the attendant's performance. "Just these functions already change the routine of those who lead large teams," emphasizes the specialist inтех.
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 only go back to the statements with a need for attention, dedicate oneself to reversing the low grades and solving the problem of poor service with focus, finalizes Oliveira.
