This article about Philippine call center lists interesting use cases for AI plus the negative aspects:
👍 the AI assistant pulls up caller information, customer’s past concerns and suggests solutions and follow-up questions in real time
🤔 each call is monitored by AI to check the agent's performance and whether the customer is satisfied
👍 the AI tell agents if they need to slow down, speed up, or deliver a statement with empathy
👍 the conversation is transcribed and evaluated for sentiment analysis
🤔 the AI scores the agent in tone, pitch, mood, use of positive language, avoiding interruptions or speaking over the caller, how long the caller was on hold and how quickly the issue was resolved
🫤 agents are more pressured to perform than before, given less time for call resolution
😞 some have been laid off
🔗 LINK: https://lnkd.in/g3XYsXTx