Many businesses implement AI without clear use cases, which can lead to challenges in maximizing its potential. Contrastingly, the contact center industry is effectively leveraging AI as a key trend.
The persistent issue of robocalls is a major concern for contact centers, as it reduces the likelihood of customers answering calls from unknown numbers, which in turn impacts legitimate interactions.
Robocalls still generate around 4 billion monthly in the U.S., leading to customers feeling more hesitant to answer calls. This situation further complicates the caller experience within contact centers.
Implementing strategies like authentication protocols and monitoring call data allows contact centers to improve caller ID legitimacy and maintain a positive reputation despite the robocall wave.
#ai-in-contact-centers #robocalls-impact #caller-id-legitimacy #authentication-protocols #contact-center-trends
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