NEW YORK (AP) — Artificial intelligence is transforming call centers by streamlining tasks and improving customer service. Armen Kirakosian, a call center agent in Greece, now uses AI to access full customer profiles and anticipate issues before speaking to callers. This technology is helping agents focus more on customer service. However, AI’s role in call centers is complex. While AI can handle routine tasks, it struggles with more intricate issues, like identity theft. Companies like Klarna have found that relying solely on AI can save money but also hurt customer satisfaction. The future may involve AI handling simpler tasks, with human agents managing complex ones.
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