• HigherGround

Artificial Intelligence in the Contact Center in 2018

Updated: May 23, 2019

By Tom Goodwin

With the new year upon us, there is much discussion about the contact center trends of 2018. In the interaction capture and storage sphere there are three big areas that can be impacted by current trends:

  1. Analytics

  2. Reporting

  3. Storage

Of these three, analytics has been receiving the most attention, due to the growth of Artificial Intelligence (AI) / Machine Learning (ML) and Robotic Process Automation (RPAs). AI is best used for visual perception (such as face recognition), or audible perception (such as speech recognition). The interactions processed by AI can be audio, text, video, or other data. AI takes advantage of computing power and learned trends/algorithms to transcribe, translate, and apply transactional decision making. It is descriptions like this that might create the idea that the dawning of the age of Algorithms is here. In reality, getting AI to perform these functions is a complicated process, and even with the trend for improved user interface, there is still the need for direct involvement of developers and IT staff. For example, decisions must be made about what technology to purchase, whether to utilize on-site or cloud storage, and what functions the AI should perform, not to mention someone must be employed to train/program the machine for each learning task. Despite these complexities, contact centers are expected to take an increased interest in AI to optimize customer experience. Machine Learning as a specific application of AI is more commonly seen today where data is fed to the “machine”, which “learns“ from processing data and applying probabilities, then produces probable outcomes for specific actions. One of the most prominent results from ML is Robotic Process Automation (RPA). Known as “bots” in the contact center world, these are chat bots that are seen and used by consumers. Effectively utilizing bots requires a balance between the bot and an intelligent communicator (a live person) in the contact center. For example, if bots are overused by failing to engage an intelligent communicator when needed, they can result in errors and thus increase liability. Despite the fact that bots are promoted as ways to improve the customer experience, contact centers and PSAPs sometimes look toward less complex solutions. These developing trends for interaction storage and analytics increase the importance of complete and accurate capture of all data within your operation. Whether it is voice, video, text, or other data, the use of AI in the contact center is growing, and we should begin to see new developments for 2018. What are YOUR thoughts? We would love to hear from you!

About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!

HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.


#callrecordingsoftware #callrecordingsystem #missioncriticalcommunications #informationstorage #technologysolutions #qualityaudit

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