IVR is being improved with artificial intelligence
Customer service portals being redefined by artificial intelligence
February 1, 2012
Interactive voice response and other self-service portals are becoming more advanced with the evolution of artificial intelligence. By utilizing AI, organizations can positively affect the bottom line, make clients happier and help free up contact center agents to focus on more complicated tasks, according to a Destination CRM report.
Just like a person, interactive voice response solutions with AI can handle a variety of different customer concerns and try out different ways to solve them. This type of technology can also make recommendations to the caller and perform high-precision searches to prepare itself for similar calls in the future, the news source reported.
Sometimes calls will require simple searches to find a resolution, while others will be more difficult and demand that the agent diagnose the cause of the problem. Just as these techniques require different approaches, they will likely need different types of AI, Destination CRM said.
According to a report by Global Industry Analysts, the market for artificial intelligence solutions will generate more than $36 billion in revenue by 2015. While a lot of the sales will be derived from the use of the technology in analytics, customer-oriented services will also contribute to the expanding market.
