Some Frequently Asked Questions (FAQs) have emerged about the fields of Artificial Intelligence (AI) and related customer service. The first one of them is the definitions of these terms to which one may simply answer that AI is the process to make machines imitate human intelligence. Machine learning though is more implicit as it involves a set of algorithms which the system uses to naturally learn from interactions. Some specific examples may then be asked and one can commit speech recognition, computer vision and dialogue management. As for the use of AI in customer service, one can point out digital assistants such as Siri, Cortana or Google Now that tabulate enormous amounts of data to generate meaningful business intelligence for people to use. However, beyond these digital assistants also AI serves many purposes such as connecting to rather than replacing customer service agents. New techniques are now possible such as applying deep learning and providing predictive analytics to customer care staff. Automation can be used to facilitate ease of work. There is a lot of fear that AI may replace call centres, however that is not the case right now. Some changes need to be made in work patterns, but human decision making and empathy will always be valued.



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