EPE Partners is aware that in the last few decades, the dot com bubble proliferated online services including call centers at a never-before scale and more so in recent years. No doubt technology has made a leap which is nothing short of magnificence. From the days of packed rooms with enthusiastic agents with headsets to the present where the support has evolved beyond phone calls, we have come a long way.
Today, ambitious technologies are on the anvil and more will come along without ado. So without straying off-topic, let's discuss what's trending now. AI or Artificial Intelligence is the buzzword that you are likely to hear, moving forward. It has already touched various verticals and horizontals to make life easier for businesses and end-customers. That brings us to one important question "how is AI impacting contact centers & the contact center experience?" If we look at the past, much of the call center functions had an element of human touch. After a customer raises the ticket, it gets assigned to an agent and if the issue was simple it was resolved without putting people through paces. But then, instant fixes weren't always a routine. Sometimes, it took multiple levels of support to arrive at a solution. Meanwhile, the customer is kept waiting while the time and money is burnt without results. It was an awkward experience for both agents and clients whenever issues couldn't be fixed in the first pass. Occasionally, tensions flare up, and calming agitated customers took more skill than hitting a ball from the tee into the hole. Therefore, the importance of AI in customer support is quite significant.