Best Practices for Designing AI in Call Centers  [20.07.26]

How can artificial intelligence be used effectively in call centers without worsening employees‘ working conditions? This is the question addressed by the OPAKA project („Optimizing the Quality Assurance of Customer Interactions in Call Centers“). The best practices published as part of the project show how AI can help support employees—for example, by identifying challenging conversation situations or providing tailored training recommendations—instead of being used to monitor individual performance.

These guidelines show that successful use of AI requires transparency, clear rules, and the early involvement of employees. The best practices offer companies and employee representatives concrete recommendations for action to design AI in quality assurance in a human-centered, responsible, and practical way.

Download Best Practices
https://soziologie.uni-hohenheim.de/fileadmin/einrichtungen/soziologie/OPAKA_BestPractices_final.pdf 

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