all centers have leveraged advanced technology for decades—from first-generation call-routing systems that dispatched customers to the first available agents to interactive voice response systems that millions of customers still talk to today.
Second, the explosive growth of widely available cloud services and machine-learning tools has put powerful new AI capabilities in the hands of call centers to improve customer service in all forms. Indeed, enterprise executives today cite customer experience as their No. 1 reason for investing in AI, according to a recentAI-enabled conversational agents, for example, are expected to handleof all customer service requests by 2022. That alone relieves human agents of huge burdens and time.
Rather than just get routed to another queue, the caller might get an answer such as “the co-pay for chiropractic visits is $100.” Since the system was rolled out in 2019, the percentage of callers who use the AI-enabled system has doubled, and the cost of running it has dropped by two-thirds. Health providers calling in today can complete their initial inquiry in less than two minutes—and don’t wait to talk to a live agent.
Source: Tech Daily Report (techdailyreport.net)
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