More entrepreneurs now view Customer Support departments not as cost centers, but as genuine growth engines. Market realities, however, point to overloaded teams, recruitment challenges, and customers who show little tolerance for long response times. In this context, technology investments are accelerating rapidly.
Why AI is becoming critical in Customer Care
International studies highlight a clear shift in consumer behavior: over 70% of customers prefer brands that deliver fast, personalized responses. Companies that implement AI-powered Call Center software report significant improvements in customer satisfaction and operational efficiency.
Read also: MedLife launches Longevity 100+, the largest genetic testing program in the region
This shift has driven the adoption of omnichannel platforms such as Daktela, already used by companies in logistics, telecom, e-commerce, and finance. The platform unifies voice, email, chat, social media, and WhatsApp into a single interface, allowing teams to handle up to three times more requests with the same number of agents.
Recurring challenges for B2B entrepreneurs include long response times, lost warm leads, and inconsistent customer interactions. Without a modern PBX Call Center infrastructure and centralized data, customer experiences fragment and brand reputation suffers.
AI integrated into Daktela addresses these issues through intelligent chatbots that handle simple inquiries, routing algorithms that direct calls based on skills and customer history, and conversational analytics that identify sentiment and potential escalations. CRM-based automation supports agents with speed and accuracy, even during peak volumes.
How AI reshapes the agent’s role
“One of the most debated topics is the fear that AI will replace Customer Support agents. In reality, companies already using Daktela confirm the opposite. Agents are freed from repetitive tasks and can focus on complex interactions and meaningful customer relationships,” said Mihai Nica, Country Manager.
Real-world use cases show operating cost reductions of up to 40% and a doubling of first-contact resolution rates. In a market where customers do not wait, an omnichannel solution like Daktela becomes a decisive competitive advantage.
Photo: freepik.com
