In recent years, the application of technology to customer service call centers has created outstanding competitive advantages for businesses. With an increasing awareness of the factors shaping the future of call centers, many companies are transforming to keep up with new trends.
According to 51% of experts on Citrix's survey, by 2035, technologies like Virtual Agent and Augmented Reality will boost productivity by 200%. One can say that Artificial Intelligence (AI) has been creeping into all aspects of life to serve humans and effectively support business activities.
How to operate call centers effectively is a challenge for many businesses. Call center is considered as the heart of customer service where customers' requests are received, processed and navigated to related departments. That level of importance requires a wise way to solve problems, or else call centers will be in a state of chaos.
Most customers express that they have to wait too long to connect with call centers or to solve their problems. Along with the development of technology and mobile devices, customers tend to find answers online by themselves instead of contacting with call centers.
IDC forecasts that spending on AI solutions will increase to $97.9 billion by 2023, twice as much as the expense in 2019. 73% of CEOs believe AI is vital to their business currently.
The Covid-19 pandemic has changed many business activities. Some sectors such as tourism and aviation have difficulty due to a sharp drop in demand when the Retail, Finance - Banking industry, etc. have a concern about a completely different problem. These enterprises have to flexibly change their operation to meet the increasing needs of customers, especially in the online environment.
AI-powered technology solutions allow many contactless activities. Especially in the recession, AI is an outstanding technology, promising to help eliminate the influence of this pandemic on the global economy.
Virtual Agent for Call Center is expected to handle 20% of customer service requests by 2022, saving time and reducing the pressure on consultants.
The call center is not only an essential part but also the heart of customer service. However, the traditional call center has many limitations that reduce business performance. A company has gone through this problem and found an effective method to deal with it.