Artificial intelligence continues to be introduced into various areas, including the work of call centers. However, according to Alexander Loshkarev, commercial director of Neuro.net, it is not yet possible to completely replace human employees with voice assistants. Initially, robots could only perform simple tasks such as surveys and sales, but now they can perform more complex tasks, including analyzing the interlocutor’s tone of voice.
Modern artificial intelligence systems can not only recognize emotions in the voice, but also identify situations in which the customer expresses dissatisfaction. In such cases, the call is automatically flagged by analysts for further work. However, in order to fully replace humans in call centers, a significant investment in technology is required, as the robot must not only conduct dialogue, but also adapt voice, scripts and even analysis reports, which requires flexibility in settings.
The expert noted that despite the progress, artificial intelligence is still not able to solve all tasks, for example, it cannot carry out certain procedures when signing a contract or the client needs to visit the office. Losshkarev stated that call centers will not disappear in the next decade, but thanks to automation, the costs of servicing them will decrease and employees will be engaged in more complex tasks.
Source: Ferra
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