Artificial Intelligence in Telecommunications and Call centers

Aritificial Intelligence in Futurecom, telecom event in Latin America
Image: Corbis

The science of computing has significantly evolved in recent years and applying technology to business strategies is essential to optimize the performance of a business in different market segments. In telecommunications, for example, the Artificial Intelligence ​​is a widely used technology.

What is Artificial Intelligence?

The Artificial Intelligence (AI) is a branch of computer science that works in devices capable of simulating human capabilities to perceive situations, reason about and make decisions. More than that, the AI ​​is essential and resulting from the constant development of computer science and computing in general.

This technology is a branch of science and engineering at the same time as it seeks to study and understand the phenomenon of intelligence but also  builds tools to simulate the human cognitive phenomena .

The development of AI has brought advances in computational analysis, taking the machines beyond the simple reproduction of human thoughts, but also leading them to the simulation of other capabilities, like having feelings, being creative and using language to express .

Artificial intelligence can be applied in different situations nowadays, such as in games, computer programs, security applications, robotics, devices for handwriting and speech recognition, medical diagnostics and, of course, in the Telecommunications industry.

AI and Telecom

Centralized control models are already used by Telecommunication carriers in order to manage, distribute and segment traffic between their call center operations, a vital sector in telecom companies.

In call centers, for example, AI devices are responsible for the analysis of attendances and the intelligent routing of demands , including directing the calls to other machines, strengthening the concept of Machine to Machine Communications, the automatic and remote transmission and measurement of data sources.

Normally, calls delivery goes through four stages:

1. Analyse the type of call and find the right agent for the customer;

2 – Access information about the customers and understand the directions of the last agent who attended them;

3 – Dynamically manage routes: change the routing and make intelligent call distribution between servers and other companies;

4 – Optimize the use of the workforce, providing useful data to the responsible agent.

AI solutions integrated with call center platforms lead to the fact that routing rules are defined at the time the call arrives at the Interactive Voice Response (IVR), creating a database and analytical indexes from the contact in real time. Thus, the adoption of Artificial Intelligence is essential in terms of productivity and quality in service delivery since it enables more agile decisions and offers the customers an adequate service to their profiles.

With the application of Artificial Intelligence to Business Intelligence framework, the relationship between client and company shall be guided by dynamically calculated indicators based on analytical metadata of customer behavior. Thus, the service becomes faster and assertive – advantages both business and customers, a noticeable increase in Customer Experience as well.

Futurecom is the largest and most qualified Telecommunications, Information Technology (IT) and Internet event in Latin America and aims to bring the forces of the market together, providing businesses and Professionals that participate with an adequate and stimulating environment for Business Development, Relationships and Knowledge .

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Sources: Uol, Tecmundo.