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But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and bigdata to provide deeper insights. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn. Use Cases of Call Center Analytics 1.
Automation In contact centers, lots of tasks don’t always require a human agent. Contact center AI can easily handle any routine customer requests efficiently without involving a human agent. One example is when a banking customer wants to deactivate their credit card if they suspect it’s stolen.
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