Artificial Intelligence and the Contact Centre

Monday, May 14th, 2018

A few years ago, the phrase artificial intelligence (“AI”) conjured up thoughts of sci-fi movies where futuristic ‘humanoids’ abound. 

Whilst realistic human like robotic companions may be some way off, artificial intelligence itself on the other hand, is now very much part of everyday life. For example, you may have recently uttered the words “Hey Google” or asked Alexa or conversed with Siri, in which case you have contributed to the AI revolution. 

AI is now used in many industries to make purchases, deliver information and to make reservations. Chatbots (a ‘robot’ that can hold conversations through text or voice interaction) are now very much part of day to day life and recent developments can sometimes make it tricky to determine whether you are dealing with a human being online or perhaps alternatively, just a piece of AI software.

By combining a database of frequent questions, a plain language search system and a data mining process, a response is triggered. Whilst the chatbot process can aid engagement and, in some cases, cut waiting times, it often requires human intervention if the scenario is too complex or where additional information is required. It is for that reason that chatbots can never really be an alternative to using a professional outsourced call centre.

Here at mplontact Sutton Coldfield, Birmingham we offer a complete range of contact centre service call handling and call answering service solutions to support your team, so call us today on 0121 362 7001 to discover more about how we can help your business!

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society