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With millions of stranded travelers seeking resolutions, each company’s customer service line waittimes surged, resulting in even greater customer frustration. Use CallCenter Software Features to Reduce WaitTimes. Validate Customers’ Concerns.
How does AI advance callcenters? So when demand surged, they quickly enabled ML chatbots to reduce backlogs while prioritizing callers by urgency with travel date sorting features. It prevented unmanageable queues and dramatically lowered waittimes through expert demand prediction.
The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for callcenter agents. Predictive dialers use algorithms to reduce waittimes for agents and customers on the line. There are different types of callcenters.
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