Can AI revolutionise African call centres?

People find dealing with businesses exhausting, and call centres find it hard to keep up with demand. AI may be the answer to streamlining these interactions.

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The contact centre is changing. In the past, call centre agents had to process a large volume of standard calls, really quickly. But with the deployment of new technologies like artificial intelligence (AI) and robotic process automation (RPA) these agents no longer have to carry out incredibly repetitive tasks and can rather focus their attention on tackling more complex customer concerns.

For call agents, RPA makes it possible to complete simple tasks across back-end systems, which reduces the amount of time spent on admin, says Adriaan van Staden, senior sales manager at call centre tech vendor Genesys South Africa. RPA is in its broadest sense an application that is governed by business logic and structured inputs, aimed at automating business processes. Using RPA tools, a company can configure software, or a “robot,” to capture data for processing a transaction, triggering responses and communicating with other digital systems. RPA lets businesses automate day-to-day, basic rules-based business processes.

AI accelerates system efficiency

More advanced systems use artifical intelligence or machine learning, a subset of AI that enables systems to learn and predict outcomes without explicit programming, embracing methods and algorithms – such as neural networks -- that let applications to better their performance as they ingest more data.

For customers, these RPA and AI-powered solutions can solve problems more efficiently and better serve their needs. Finally, for contact centre managers and CIOs, AI-based systems can track each agent's competency. These insights can be used to ensure that your always provide the best service.

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