Please Hold: AI in Call Centers & the Future of Customer Care

João Machete


Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated on a daily basis as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress or are unable to provide accurate information. Meanwhile, agents themselves are frustrated with their labor-intensive, repetitive jobs, resulting in a high turnover rate, and requiring businesses to spend more money to recruit and train new agents. All-in-all, it’s not a good recipe for business success.

Artificial intelligence (AI) is changing all that. These cutting-edge technologies are streamlining labor intensive processes, supporting customer service agents and improving operational efficiencies. It also provides customers with more seamless experiences, agents with training opportunities, and managers with hugely valuable business insights.

In this paper, we will look at:

// The importance of customer service to the profitability of a business;
// The benefits of AI to call centers;
// How technologies like IBM’s Watson are already revolutionizing the call center space;
// How high-quality training data drives successful call center AI;
// How DefinedCrowd can fuel your AI models to provide the best customer service possible.