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call center

4 Ways How AI Is Revamping The Call Centers

,Artificial intelligence is dominating the market to a wide extent.

The current Statista record states that the global AI market in 2021 was around 327.5 billion USD and is forecasted to grow over half a trillion USD by the year 2024. This shows how rapidly the AI market size is expanding, compelling every marketer to think about an immediate implementation in their business.

Whether it is an eCommerce enterprise or a financial institution, AI is influencing every business vertical. One such industry where AI plays a major role is the call center industry.

A call center in United States never fails to integrate AI and machine learning technologies to automate routine and complex processes, streamline the workflows and enhance the overall work efficiencies. In other words, the call centers are paying more attention to delivering an AI-powered customer experience in order to boost customer retention, build strong brand loyalty, and gain high business revenue.

Still, confused whether it is worth investing in AI for the call centers?

And keep reading to understand the importance of AI and how it is revamping the call centers.

Importance of AI in the call center industry

  • Encourage self-service resolutions
  • Easy to manage call density
  • Perform speech analytics to analyze call sentiments
  • Deliver instant and accurate responses
  • Can provide round-the-clock service

4 Ways how AI is revamping the call centers

  1. Streamline customer support functions with AI chatbots:

    Customers reach out to the call centers whenever they face any problem. Therefore, the call center’s responsibility is to address the customer-related issues and meet their individual expectations without any delay. AI integrated contact centers perform the work in a seamless way. It assists the customers appearing from various channels and fix their problem any time of the day.

  2. Perform sentiment analysis:

    AI has the power to monitor the customer’s emotions, thoughts, and behaviors and determine what they feel about the company. They use NLP (Natural Language Processing) and machine learning technology to assess customer behavior by reading social media comments and reviews.

  3. Data-driven decision-making approach:

    Making accurate decisions based on customer demands and trends is indeed challenging. However, with AI’s data-driven decision-making approach, you can make the best decision for your company. But,the AI tool keeps track of the market trends, understands the customer demands and priorities, and lets the enterprise make the best decision based on real-time data.

  4. AI helps with call prediction:

    As we already know how contact centers use artificial intelligence to predict the customer’s behavior. But what about predicting calls? You can use the same tool to forecast the number of calls they expect in a day. The AI tool evaluates the intent of the call and prepares the customer interactions in advance.


Artificial intelligence is still new and evolving every day. Its amazing benefits include – reduction in operational costs, personalization in customer experience, real-time actionable analytics, and increase in customer agent efficiency, encouraging the call centers to introduce this emerging technology with a top priority.

Studies have proven that contact centers using AI are experiencing significant growth in their business revenue compared to those who are still yet to discover the benefits. Are you looking forward to outsourcing answering services? Make sure you get in touch with the call centers that use advanced tools and technologies.