US EditionTerry Savage: Artificial intelligence can improve call center experience
- The speaker experienced a power outage and used PG&E's automated system to report it successfully from home.
- The outage prompted several calls to the utility's virtual assistant Peggy, who handled after-hours reports with limited options for callbacks.
- The speaker eventually received a callback from an agent named Bill after multiple attempts, but interactions with Peggy sometimes caused frustration.
- AI applications are expanding beyond utilities, as seen with Social Security planning AI call centers and eHealth using an AI agent named Alice to guide Medicare choices.
- These AI tools aim to improve efficiency and user experience in call centers, though users may initially resist interacting with virtual assistants.
28 Articles
28 Articles
AI customer service is leaving us all in the dark
Honestly there’s just not enough of me to go around which is saying something cuz it’s not like I don’t pack a little extra me around on my belly, hips, thighs and probably earlobes too. Anyway I gave serious consideration this week to the whole cloning thing despite my husband, daughter, best friend and even my editor remarking that they weren’t really sure the world was ready for two of me. I followed serious consideration with some not-so-ser…
Terry Savage: Artificial intelligence can improve call center experience - Tribune Content Agency
Does the concept of artificial intelligence intimidate you? Or do you figure it won’t have much impact on your life, so why bother learning about it? Well, AI is definitely entering — and improving — your life, whether you choose it or not. When I first wrote about ChatGPT several years ago, AI was viewed […]
The Billings Gazette
Terry Savage: Artificial intelligence can improve call center experience
Does the concept of artificial intelligence intimidate you? Or do you figure it won’ t have much impact on your life, so why bother learning about it? For example, the new Social Security commissioner, a former tech payments CEO, has…
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