How Artificial Intelligence (AI) Chatbots Can Help Call Centers
April 29, 2025AI chatbots are intelligent virtual assistants that use artificial intelligence to handle customer inquiries, provide support, and optimize call center ope...
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AI chatbots are intelligent virtual assistants that use artificial intelligence to handle customer inquiries, provide support, and optimize call center ope...
Call center efficiency refers to the effectiveness with which a contact center utilizes its resources, agents, tools, time, and technology to handle custom...
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Automated outbound calls are pre-programmed phone calls made by contact center systems without manual dialing by agents. Based on the purpose of the call, ...
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Call flows refer to the step-by-step path a phone call takes within a contact center, from when a customer initiates the call to its resolution. A call flo...
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Customer experience interactions (CXI) refer to all the touchpoints and communications a customer has with a business through a contact center. This includ...
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A blocked call in a contact center refers to an incoming customer call that cannot connect with the system or reach an available agent. This can happen whe...
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Call transfer is moving a live call from one agent or department to another within a contact center. Agents use call transfers when a customer needs assist...
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A carrier is a telecommunications company that provides the infrastructure and services necessary for transmitting voice, data, and other communication ser...
A chat server is a backend system that enables real-time messaging between users through chat applications. In contact centers, chat servers support i...
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A customer service representative (CSR) is a frontline employee in a contact center who interacts directly with customers to address inquiries, resolve iss...