An expert spoke about the development of AI application in call centers

Artificial intelligence (AI) is increasingly being used in a variety of fields, including call centers. However, it is not yet possible to completely replace real employees with voice assistants. Alexander Loshkarev, commercial director of voice assistant developer Neuro.net, told Gazeta.Ru in an interview on Saturday, November 30.

"It should be mentioned that a few years ago robots could only work on simple scenarios. They were conducting NPS surveys or CVM sales. Whereas now voice agents have learned to work with complex tasks and understand people's speech much better," the specialist reported.

So, for example, now AI can recognize the tone of voice and determine if the caller is speaking in raised tones. If the voice assistant can not cope with the objections of the interlocutor, the call is marked so that in the future analysts can work with the problem.

However, in order to fully automate the work of call centers, considerable costs will be needed.

"The robot should not just conduct a dialog with the client, but create a complete illusion of the work of a real contact center: change voices and conversation scripts, receive calls and call from different numbers, etc. In addition, to meet the market trends, the voice assistant should be flexibly configurable, send responses to the CRM-system, generate reports and even analyze the results of calls," - said Loshkarev.

In addition, artificial intelligence cannot sign a contract with a client or solve a number of other issues that require a client to visit the office.

"Thus, we can say that in the next 10 years call centers will not disappear, but the resources for their maintenance will be reduced, more and more processes will be automated, and employees will be redirected to solve more complex problems," - said the expert.

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Earlier, on November 28, Yaroslav Fertyakov, an expert on artificial intelligence and VR, speaker of the One AI Forum, told Izvestia whether AI will be able to replace people. Over time, artificial intelligence will evolve into AGI - a system that will surpass human cognitive abilities and will not be limited by biological boundaries, he noted.

Before that, on November 21, Dmitry Solopov, president of the PROGRESS communications group, told Izvestia that every third creative project in Russia is created using AI. This saves employees' time and helps them focus on more creative and strategic aspects.