In today’s rapidly evolving technological landscape, artificial intelligence (AI) has revolutionised how the world works. In this interview with Boomerang’s Call Centre Manager, Lynette Festers, and Head of Digital Transformation, Adriaan Hefer, we will explore the role of AI and tech in customer care. Let’s delve into the benefits it brings, the challenges cropping up, and the way forward for organisations using these technological advancements.

Q1: How is Tech and AI shaping Contact Centres & BPO?

Lynette says; “Tech and AI are transforming call centers and BPOs by automating repetitive tasks, enhancing customer service, and increasing efficiency”.

Adriaan adds; “There are many ways we are using AI and Tech in the contact centre environment, specifically for Sentiment Analysis.

We are currently using technology to:

(1) enhance customer experience by providing insight to the customer sentiment,  better enabling decision making around this

(2) add another dimension to analytics and

(3) enhance our QA capability.”

Q2: What are some benefits you see for Contact Centres like Boomerang who are incorporating AI into Customer Services?

“AI-powered chatbots and virtual assistants manage basic inquiries, while tools like predictive analytics and intelligent routing improve decision-making and call handling. These technologies also enable multilingual support and strengthen fraud detection, making call centers more efficient, secure, and better equipped to meet customer needs. Additionally, AI-driven quality assurance (QA) tools monitor and analyze interactions in real-time, ensuring consistent service standards. This enables additional training and coaching”, says Lynette.

As with any new tech, the integration of AI in Customer Care does not come without challenges. One of the main challenges is the need to develop and train AI systems to handle complex customer queries and interaction.

AI algorithms require vast amounts of data and training to accurately understand human language, tone, and sentiment. This requires significant investment in resources and expertise. Thankfully, Boomerang has been on this journey for some time.

Q3: What are some challenges being faced by organisations when it comes to AI-integration with Customer Care Services?

Adriaan says; “We have a Digital Transformation team focused on addressing challenges such as bot-training and algorithm accuracy. Our Machine Learning technology which is used to provide insight from historical data that is used in models for multiple use cases. For example it is used in compensation models that will advise the Baes on what compensation to offer an unhappy customer based on multiple factors that are built into the model.”

Outsourcing Customer Services to a BPO like Boomerang, inevitably offers organisations the benefit of increased resources and data to ensure the integration of these new technologies is seamless and effective.

Q4: What do you think the future of AI in Customer Care looks like?

Despite the challenges, the way forward for AI and tech in customer care is promising. Emerging technologies such as natural language processing and others have the potential to revamp & improve the way call centres operate.

Lynette concludes; “We always put people first, so we are excited to continue leveraging tech that will help our Baes grow into top Customer Service professionals, delivering world class BPO and doing so efficiently.

Boomerang’s approach to using AI in Customer Service is thus focused on helping teams better manage tasks & data, which leads to efficiency and ultimately allows them to continue making meaningful connections with the organisation’s clients and their customers”.