Digital Worker in a Contact Center: A Technical Review

Abstract

In general, the digital worker is a new type of technology used in contact centres today. Digital workers use artificial intelligence (AI) to automate repetitive and standard tasks that contact centre agents would typically perform, such as verifying an identity, managing customer accounts, and routing customer inquiries. The main benefit of digital workers is that they take on these standard tasks so that contact centre agents can spend more time resolving customer issues that require critical thinking or empathy. Digital workers support contact centre companies by providing a seamless interface with multiple systems, allowing for real-time access to the customer's account information and contextual understanding of the customer's needs. Partnering with digital workers enables companies to improve their operational efficiency and reduce customer wait times. By quickly and accurately completing standard transactions, digital agents increase customer satisfaction. As the technology continues to evolve through advances in natural language processing (NLP) and machine learning (ML), customer acceptance and integration challenges will continue to be critical to the successful deployment of digital workers in contact centres. The adoption of digital agents by the contact center represents the beginning of a new service delivery model, which blends human expertise with automated technology together in what can be referred to as a hybrid environment. This will ultimately allow the organisation's service delivery approach to evolve.