transcosmos, a major call-center operator, is introducing AI operators and plans to implement them at the call centers of approximately 200 companies by the fiscal year ending March 2027. The AI is said to be improving its ability to “read the room,” including waiting through periods of silence.
transcosmos, the largest call-center operator, is advancing the introduction of AI operators that use artificial intelligence to handle customer interactions in place of human employees. The article reports that the company plans to expand the number of call centers implementing AI operators to approximately 200 companies during the fiscal year ending March 2027.
AI operators are expected to behave in a human-like manner, including waiting through periods of silence that arise when a customer makes a call, and are described as supplementing operations that have traditionally relied on human staff.
Competitor BELLSYSTEM24 is also reportedly advancing the introduction of AI-based telephone customer-service technology that responds like a human operator, drawing attention to developments in the field.