Machine Learning techniques in Contact Centers are one of the most influential business solutions to improve operations with our clients.
In our experience, it has been shown that one of the main objectives of companies and big brands today has to do mainly with customer satisfaction.
Both in the response time and in the relationships and solution of possible incidents that may arise.
Companies that have a significant number of queries in their SAC departments often find themselves with the same problem: they receive too many calls and messages, and finally and inevitably, they have to establish a preferential service protocol and prioritize some queries over others.
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It is proven that some queries are more important than others, and this is where Machine Learning comes into play, the technology that will perform this task and replace the work of humans.
Artificial Intelligence to Achieve Clients
The latest technological advances have focused on collecting information and listing evaluations through different platforms or social networks. Still, the great challenge remains: capturing the commitment or engagement of a client.
For this, artificial intelligence arises, which what it achieves is to cross accurate data with predictive analysis, based on the study of emotions as close as possible to human behaviour, which will also provide us, among others, with information on the degree of interest in making a purchase or service, the management or processing of any process, or the payment of a debt.
In other words, Machine Learning is capable of crossing historical data to establish strategies that can anticipate trends and future behaviour or customer expectations.
Advantages of Machine Learning in Consumer Attraction
The central advantage par excellence has to do with the fast response capacity of Machine Learning, and it can do voice analysis in a few hours instead of weeks or months.
Artificial Intelligence can provide data from the telephone agent and their degree of involvement and professionalism at work.
It will also provide us with some key indicators such as waiting times and problem resolution through email or the queue of emails that have been needed to resolve a possible incident.