Tag: technology

Customer service is one of the areas where artificial intelligence (AI) may result in the biggest changes in the near future, as a result of favorable experiences related to the already available technologies. According to United Call Centers (UCC)’s forecast based on market data, within a few years, most transactions in Hungary will be conducted through automated, AI-controlled processes, especially in regulated areas such as financial services or logistics. The digital transition based on artificial intelligence in the customer service sector also brings many significant benefits to customers. Call waiting can be practically eliminated (according to international surveys, the industry […]

Available Digital systems already offer less waiting time and constant accessLong waiting times, complicated menu systems, insufficient information, and unavailable out-of-hours service – are the most common negative customer service experiences, according to survey results conducted by United Call Centers (UCC). Artificial Intelligence solutions addressing many of these problems are already widely available, and in a few years around two thirds of transactions will be automated and AI-driven. Nearly 500 responses to the UCC survey revealed that the most sensitive issues for customers in customer service interactions are complex, often unclear menu systems and long waiting times. The weight of […]