Artificial intelligence has a new focus on customer service call centers and is helping employees to be their best selves. Cogito created software that helps customer service representatives maintain their professional demeanor throughout sometimes challenging help calls. Messages pop up on the representatives computer telling them how the conversation is going and giving clues for keeping the conversation on track. For example, the software may tell the representatives that there have been too many interruptions between the speakers or that the representative is doing too much talking and not enough listening. Interactions Corp. has software designed to make the flow from online chat help to telephone help seamless. Nuance is creating virtual assistants that can answer questions and then pass you on to a live call if needed. GetHuman provides the keystrokes needed to get through automated messages to a live person. They also provide a service that makes your customer service calls for you.
Key Takeaways:
- Artificial intelligence is not going to replace humans any time soon, but it will help to replace some of the more menial or stressful parts of human jobs.
- Customer service is a natural target for automation because of its enormous management challenges – there can be thousands of customer service representatives under a single manager.
- Current artificial intelligence technology is still so bad that most humans will go out of their way, even spend money, to quickly reach a human to talk to.
“The software analyzes the tone and pace of speakers and who’s speaking when. Cogito is one of several local companies attempting to make calls to the dreaded 800 number less frustrating, or enable you to avoid them altogether.”
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