AI in Contact Centers: Artificial Intelligence and Algorithmic Management in Frontline Service Workplaces
Resource Details
Author(s): Virginia Doellgast, Sean O’Brady, Jeonghun Kim, Della Walters
Date: 2023
Contact centers have long been lead innovators in adopting new technologies to restructure jobs and manage workers. Between the 1990s and 2000s, the first wave of digitalization transformed what were then called ‘call centers’ through innovations in call volume tracking, automatic call distribution, and electronic monitoring and performance management.
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Since the mid-2010s – and accelerating in the early 2020s – a new set of technologies have been transforming contact center jobs. This second digital transformation is based on advances in artificial intelligence (AI), enabled by faster network speeds and cloud computing. A range of new AI-based tools are being used to automate customer service and sales via chatbots and voicebots, to perform a growing range of back-office tasks, and to enable mo
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Since the mid-2010s – and accelerating in the early 2020s – a new set of technologies have been transforming contact center jobs. This second digital transformation is based on advances in artificial intelligence (AI), enabled by faster network speeds and cloud computing. A range of new AI-based tools are being used to automate customer service and sales via chatbots and voicebots, to perform a growing range of back-office tasks, and to enable mo