Contact Centers Are Turning To AI Filters To Protect Staff From Angry Customers
CX Today, Monday, June 17th, 2024
Handling angry customers is an unenviable task that every contact center must deal with.
Unfortunately, widespread issues such as short staffing, long wait times, and misfiring self-service deployments only exasperate the problem.
Last year, 43 percent of US customers admitted to yelling or raising their voices to express displeasure about their most serious problems, up from 35 percent in 2015.
As this problem perseveres, attracting staff into the space continues to be difficult, with AI not yet providing the silver bullet many expected.
Indeed, AI and generative AI (GenAI) are not proving as effective in stemming the aforementioned causes of customer anger.