CONTACT centers in the Philippines have long been the driving force behind the exponential growth of the business process outsourcing (BPO) industry, providing superlative customer service to companies around the world. However, with the advancement of technology, outsourcing providers are now turning to Artificial Intelligence (AI) and advanced data analytics to enhance the Customer Experience (CX).
Advanced analytics, including machine learning (ML), allows computers to learn and improve their performance without being explicitly programmed. In call centers, these technologies can be used to analyze customer interactions and identify patterns, allowing for a more personalized and efficient customer service experience. For example, a company can use advanced analytics to examine customer interactions and identify common complaints or issues; the company can then proactively address these concerns and improve the customer experience still further.
Continue reading with one of these options:
Ad-free access
P 80 per month
(billed annually at P 960)
- Unlimited ad-free access to website articles
- Limited offer: Subscribe today and get digital edition access for free (accessible with up to 3 devices)