What are AI’s? They are the map of a customer’s account. Simply put it is Account Information. An essential and integral part of a call center that determines the effectiveness of an agent handling a customer’s account. Without AI’s the agent would wander aimlessly thru a call not know who they are answering calls for or how those calls should be handled or directed for a particular account. I’m sure the results would be a disaster without the much needed information. With every call we aim to provide skillful, trustworthy service and AI’s are the life blood in accomplishing that goal.
When an account comes up on the screen it provides the call center agent with the necessary information for them to handle the call. AI’s provide all the necessary information to give a seamless interaction between the caller and the client being represented at that moment.
They contain information such as:
- • A company name and information
- • Special messages for reply
- • Hours of operation
- • Contact information for emergency
- • Pictures and Letters so the agent would have a visual and better understanding of any information sent to the callers.
AI’s may contain information that is simplistic in nature to very elaborate in details. When an account is programmed, the programmer gathers the details of the account and arranges them in the AI template. Once the programming task is completed, it’s sent to the client for their final scrutiny before the account goes live. This process can take a week or more to complete, but is typically done in a day or less. Once completed and tested the account is then released, agents are trained and agents begin receiving calls on the account.
This may seems trivial but it’s a very important element in handling a customer’s information on the call center floor.