{"id":720648,"date":"2024-10-29T08:01:49","date_gmt":"2024-10-29T08:01:49","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/improve-nps-ai-powered-call-center\/"},"modified":"2024-10-29T08:01:49","modified_gmt":"2024-10-29T08:01:49","slug":"improve-nps-ai-powered-call-center","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/uk\/expert-view\/improve-nps-ai-powered-call-center\/","title":{"rendered":"Improve NPS and save time with an AI-powered Call Center"},"content":{"rendered":"\n

The generative AI revolution is underway, and it will radically transform our customer service centers. This transformation isn\u2019t just a technological upgrade: AI-powered Call Centers promise to redefine the customer experience while ultimately optimising business productivity.<\/strong><\/p>\n\n\n\n

This article is taken from Dimitri Cabaud’s talk during the Microsoft AI Tour Paris.<\/em><\/strong><\/p>\n\n\n\n

In August 2022, BCG published a revealing figure<\/a>: 95% of customer service center managers anticipated the intervention of an AI bot in their customer journey within three years. This prediction is coming true at lightning speed, even exceeding initial expectations.<\/p>\n\n\n\n

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Customer service center costs and issues<\/h2>\n\n\n\n

To understand the magnitude of this transformation, let\u2019s dive into the current reality of customer service centers. Today, a simple phone call costs companies an average of $13 ( source Gartner <\/a>). Even more worrying, only 14% of customers resolve their problems independently by consulting FAQs and available documentation. Even for problems considered \u201ceasy,\u201d the rate of autonomous resolution peaks at 36%. These figures reveal considerable room for improvement.<\/p>\n\n\n\n

Call centers also face a significant challenge: turnover. The financial impact is considerable, with a staff turnover rate of between 18 and 25% and an estimated replacement cost of $14,000 per agent. These often stressful environments require a profound transformation, where agents must manage complex and sometimes tense situations.<\/p>\n\n\n\n

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$3.5<\/strong>: This is the average cost of a customer contact on an assisted channel (call, email or chat).

$14,113:<\/strong> This is the cost of replacing an agent, the turnover rate is on average between 18-25% in call centers.<\/pre>\n<\/blockquote>\n\n\n\n
Lower inference costs, an opportunity<\/h2>\n\n\n\n
Technological evolution is accelerating dramatically. In just one year, we have gone from the early days of video generation with Stable Diffusion to mind-blowing achievements like OpenAI’s Sora.<\/p>\n\n\n\n
At the same time, the costs of using these technologies are falling rapidly: between GPT-3 and GPT-4, then between GPT-4 and GPT-4o, costs have been halved with each iteration. The arrival of NVIDIA’s new Blackwell GPUs even promises a 30-fold increase in inference performance (GB200 vs. H100), making use cases that were previously too expensive accessible.<\/p>\n\n\n\n
\"AI-powered<\/figure>\n\n\n\n
Voice remains a preferred communication channel, particularly in France, where 15% of the population is illiterate. Beyond accessibility, voice communication has undeniable advantages: It allows 200 words per minute to be transmitted, compared to 40 to 100 in writing, while conveying essential non-verbal information such as emotions, intonations, or speed of speech.<\/p>\n\n\n\n
Elizabeth Fresnel, speech therapist and director of the Voice Laboratory in Paris, said, “I compare the voice to a painter’s palette.”<\/p>\n\n\n\n
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[New 2025]<\/a><\/strong><\/strong><\/p>\n\n\n\n
Generative AI<\/a> use cases in customer service centers<\/h2>\n\n\n\n
Enter GPT-4o (o for omni), OpenAI\u2019s first truly multimodal model. It can process text, audio, and images simultaneously. In its recently released real-time version (October 2024), it responds in just 320 milliseconds on average\u2014the natural response time of a human conversation.<\/p>\n\n\n\n
Even more impressive, it understands and adapts to emotions, can interact with different APIs, and supports multiple languages. At just 6 cents per minute of input audio and 24 cents per minute of output audio, it makes it economically viable to automate many interactions.<\/p>\n\n\n\n
The impact of this AI technology on customer service centres<\/a> revolves around three principal axes:<\/p>\n\n\n\n