How human will artificial intelligence become this year?
This technology has taken the efficiency of contact centers to a new level, and at the same time, significantly improved automated call quality.
1. AI agents will become customized team members
Companies in all industries currently face difficulty finding qualified employees for customer service. There are many reasons for this, but the result remains the same: long wait times and a lack of high-quality support.
This is where AI comes in. As a high-quality, future-proof technology, it not only works efficiently and reliably, but it also steps in when human employees are absent – especially in the case of repetitive tasks.
2. LLMs make customer interactions more dynamic
Earlier customer service automation technology lacked the ability to improvise. Conversations were rule-based and anticipated, so they tended to be rigid and inflexible. An off-script question? “Sorry, I didn’t understand that…”.
LLMs completely change the dynamics of automated service conversations. LLMs understand, react, and respond contextually, regardless of whether an unexpected question is asked or the topic is changed.
3. Customer dialogue comes to life with AI voices
A friendly “Hello” picks up the support hotline – is it a human or AI? This question will become increasingly difficult to answer in the future, since voices based on artificial intelligence have developed enormously in recent months.
Just take the voices from OpenAI, which we use at Parloa. They are nearly indistinguishable from real human voices, because they have subtle nuances and small details like those that happen in real conversation.