Artificial Intelligence (AI) in call centre software

Today, convergence, combined with complimentary trends in PC systems and business software, is helping to fuel a call centre revolution. Call Centres need technology to run efficiently. The biggest expense for call centres though is the high churn rate in agents and not necessarily the purchase of the technology. Now technology can help train your agents and create a more cost effective call centre by using Artificial Intelligence to make certain predictions.

NeuralAct is using Neural Network Technology in their AgentCARE (software solution to assist companies in running their call centres more efficiently. These days call centres are seen as Customer Relations Centres. "There is increasing recognition that call centres are business drivers and not just nice-to-have customer service add-ons," says LLoyd Rabie, CEO of NeuralAct.

What is Neural Network Technology? An Artificial Neural Network is a system loosely modeled on the human brain. It is an attempt to simulate within specialised hardware or sophisticated software, the multiple layers of simple processing elements called neurons. Each neuron is linked to certain of its neighbours with varying co-efficients of connectivity that represent the strengths of these connections. Learning is accomplished by adjusting these strengths to cause the overall network to output appropriate results. They are very good at identifying patterns and trends in noisy data, whereas traditional algorithmic or statistical approaches in use today are more limited. Neural networks are dynamic in that they learn to adapt themselves to new data streams, as in the case of rapidly growing and evolving business centres today. What this means in the call centre arena is that each call centre can use neural networks that are uniquely suited to that environment. Due to accurate predictions, it saves costs and increase service levels.