Intelligent chatbots: How AI Is revolutionising contact centers

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Sumit Dutta
05/05/2017

Widely employed as a cost-effective solution to many of the inherent problems of customer service apps and phone-based customer service operators, AI and Chatbots have rapidly increased in popularity to the point where they are now a potential threat to call-centre operative jobs in outsourcing strongholds such as the Philippines.

By using scripts or limited AI to address basic customer services queries, chatbots can now be used to satisfy an increasingly wider range of customer needs: from online shopping and ordering take-away food, to resolving customer service issues and providing relevant service provider information.

The rise in popularity of this innovative technological approach can be readily understood by looking at the example of Facebook Messenger: where up to 30,000 chatbots now service its 900 million monthly users.

While many call centre operatives, particularly in the Philippines, see AI and chatbot technologies as direct rivals for their business, in actual fact they represent an invaluable opportunity to deliver an improved customer experience at a lower operational cost.

As we carefully consider the benefits and restrictions of using AI and chatbots, while debunking some of the myths surrounding them, we hope to help you discover the most effective integration strategies as we discuss how the Filipino contact centre industry might change in the face of this new technological approach.

In this report, we examined: