Call Centers: Use Cases of Generative Artificial Intelligence

We are witnessing new possibilities emerging around digital transformation in call centers with the adoption of Artificial Intelligence (AI). This technology not only enhances operational efficiency and service quality but also exceptionally personalizes the customer experience. Through intelligent automation and advanced analytics, AI enables call centers to respond to their customers' needs more quickly and accurately.

From implementing chatbots to personalizing customer service, in this article, we will provide 7 use cases of AI, specifically Generative Artificial Intelligence (GenAI) in call centers, exemplifying how it positively impacts customer experience and service operability. Furthermore, we will discuss how many organizations' customer service departments have already begun to utilize this technology, focusing on the case of the Universitat Oberta de Catalunya, which is already leveraging GenAI to establish new (and improved) ways of doing things.

Here are some cases:

As mentioned, to cite a reference of clients who are already using Artificial Intelligence to improve the efficiency and effectiveness of their Call Center departments, at SEIDOR Opentrends, we have had the pleasure of working with UOC to launch the first GenAI chatbot of a university.

We have developed for the Universitat Oberta de Catalunya the first university chatbot with Generative Artificial Intelligence (GenAI).

This chatbot allows asking questions about the UOC's training offer through a conversation in natural language. It has been conceived as a first phase in which the scope of questions is limited to the UOC's offering of free subjects.

Thanks to this, the UOC expects to improve the quality of the information provided to potential students with this new high-value-added service based on cutting-edge conversational technology by SEIDOR Opentrends.

As we move towards an increasingly digitized future, the adoption of these technologies becomes indispensable for companies seeking to stay ahead in providing customer services. If you also want to be a success story, contact us.