![]() How AI is Making Waves in the Modern Call Center Industry.AI and Other Call Center Technology Innovations in the 1990s and Beyond. ![]() Early Telecommunications and Call Center Technology.A Brief History of Artificial Intelligence.We’ve put together this guide to provide a comprehensive history of AI in the call center, from the advent of artificial intelligence as a whole to its first use in the call center and the potential for future disruption. Once a pipe dream believed to be far off in the future, artificial intelligence (AI) is one innovation that’s transforming the customer service landscape. New technologies are providing consumers with more options for connecting with the companies they do business with, but technology advancements are also reshaping the way companies are meeting those needs. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester.
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