Machine learning is an artificial intelligence (AI) technology that allows software applications to “learn” from input data in order to make accurate predictions, without being programmed. Machine learning uses either supervised or unsupervised algorithms to receive input data, which is then processed using statistical analysis to predict output values. For contact centers, machine learning can be implemented in chat interactions, for example, to analyze customer behavior and language, and make predictions about what the customer wants or needs to know. Such technology provides valuable insights into customer needs, in addition to fulfilling frequent requests faster without needing assistance from agents for routine customer service issues.

Machine learning provides:

  • Algorithms that use deep learning to review data and make informed conclusions
  • Accurate predictions based on human input data
  • Powerful statistical analysis for understanding and learning from human behavior
  • Faster service fulfillment

Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.

Learn more about Bright Pattern Contact Center Software and Machine Learning