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The Current State of AI in BPO ContactCenters Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI technology has drastically transformed the BPO contactcenters industry by automating repetitive tasks, enabling intelligent routing, and providing real-time analytics.
Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentimentanalysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. For example, in contactcenters , AI can manage real-time workload distribution, ensuring no query goes unanswered while maintaining agent efficiency.
The BLS Occupational Outlook Handbook projects little change in hiring for customer service agents from 2020 through 2030. According to data from a Call Centre Helper article of August 2022 less than 10% of contactcenters are able to get agents proficient in under two months. Customer Service Growth Projections.
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