As time passes, the demand for delivering faster, more efficient and much more diverse customer service in contact centres has increased considerably and will continue to do so well into the future.
With this in mind, one of the questions we must ask is will agents and the contact centres they work for be able to handle this huge growth in work rate and responsibility without the help of AI?
The rising trend of AI in customer service
In short, when you take into consideration a recent prediction made by Frost & Sullivan Contact Centre Research which claims that the growth rate of AI solutions is set to surpass that of Agent Services by 2030, it’s clear that AI's presence in contact centres is inevitable and will play a huge role in the industry’s future.
But for what reason is such a huge growth rate expected?
As customer contact centres increase in size and evolve from basic call centres into multi-channel ones that handle a wide variety of queries and complaints that cross over many different fields of expertise, finding a solution without the assistance of AI is going to be an extremely difficult and long-winded process.
With AI, however, Contact Centres are able to save both callers and agents a great deal of time by having all routine transactions fully automated whilst calls regarding more complex issues can be sent through to specialists who excel in that particular field and can resolve the issue as quickly as possible.
As the Frost & Sullivan statistic suggested, AI growth rates are set to surpass Agent services by 2030 and when you look features such as the highly intelligent 