Call centres could harness AI

Adam Rogers, sales director at Artingence, said the company aims to raise standards in call centres and increase the number of well-paid jobs in the industry.

“What we are trying to do is replace the minimum wage jobs, which have a high turnover, with higher level and better paid jobs. These will be created within the programming operation, the manufacturing process and within call centres as high level supervisors,” he said.

The artificially intelligent (AI) call centres use voice recognition and AI technology as well as integrating other call centre resources. A human sounding ‘agent’ answers calls and responds by reacting to certain words and phases, programmed according to the type of business and its requirements.

“The agents can be programmed with any accent or in any language and will always offer the highest level of service with every call. If there is likely to be an influx of calls to a centre customers won’t have to be put on hold for long periods of time. More agents can simply be ordered and set up very quickly,” said Rogers.

Voice recognition could also reduce the need for lengthy security checks, identifying a caller instantly.

Trials will soon be underway and Artingence hopes to be in mass production within a year.

The company was set up in January by Karl Dorner, a computer science graduate who helped to build the European arm of call centre outsourcing operation, Convergys.