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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Artificial Intelligence (AI)

Artificial intelligence (AI) is loosely defined as any technology or computer program that can make decisions, carry out specific tasks, or solve problems without human assistance. Sometimes referred to as “smart” technology, AI is a powerful tool capable of using machine learning (ML) to reduce inefficiency and improve overall operations. Common permutations of AI technology in the workplace include:

  • Chatbots – Robots capable of handling complex issues and instantly answering questions for customers.
  • Cobots – Machines or programs that work alongside humans using AI tools to improve processes, lower costs, and reduce attrition.
  • Automated Call Screening – Software that can automatically reduce call volume, often resulting in lower headcount needs.
  • Virtual Assistants – Software that can assist humans in completing certain tasks.

AI technology represents the next great leap in human capability. It can enhance effectiveness, check for accuracy, and augment an agent’s ability to get more work done in less time. AI can even improve customer experiences (CX) through the use of predictive analytics and real-time analysis of customer data. With the assistance of AI, human beings have more time to focus on what they’re best at: providing outstanding support experiences and creating innovative products or services.

Considering everything that AI is capable of in business, like communicating with customers, managing cost efficiency, and performing advanced, real-time data analysis, it can be difficult to know where to begin. Fortunately, SYKES offers partners an all-in-one AI platform that can help. SYKES’ AI platform can handle the rapid deployment of chatbots, cobots, quality assurance (QA) bots, and even AI-powered product recommendation tools — all tailored to the particular needs of your business via our personalization engine. With the help of SYKES’ AI, improving everything from CX to QA is easy, safe, and always scalable.