Many enterprises operate expansive call centers, employing thousands of representatives who provide support and consult with clients, often spanning various time zones and languages.
Gen AI is a transformative technology with exciting potential to improve customer service and significantly streamline operations. Transcription and analysis of customer interactions on a large scale can be done easily with gen AI applications, yielding insights into key discussion topics, overall sentiment, call outcomes, and more.
However, the successful implementation of a gen AI-driven smart call center analysis applications presents unique challenges:
- Data privacy controls
- Potential biases and misuse
- AI hallucinations
- Language translation
- Resource management methods to control costs
Managing these complexities requires the right backbone and infrastructure to support the application in production over time. In our upcoming webinar, we will discuss the essential elements of building a smart call center analysis application, with a special focus on critical yet often neglected aspects, such as the removal of personal identifiable information (PII).
Join our session to learn firsthand how to build a gen AI app to analyze your call center activity, customized to your organization, and get a chance to ask our speakers your questions live!
Can’t join the live session? Register to receive the recording and watch at your convenience.
Partner & Lead Gen AI Service Ops NA, McKinsey & Company
Co-Founder and CTO, Iguazio