This system is very common in the larger call centers today. They are intended to save time staff so that they can talk to people as much as possible during their shift. This, in theory, should mean reduced call waiting time and many problems solved, which means good things for the company. The problem is, automated approaches have ups and downs.
First of all, it depends on your call center in the end. If you are the center of an incoming call, then the auto center makes sense. When someone calls, they do not expect anyone on the other side of the phone to know exactly what happened. They call to ask or explain something that gives employees time to sort themselves from the last call. In this case, an automated system is very good. Saber SCC sensor works in rotary and herringbone room and with or without an electronic animal identification system.
SCC Saber 2016
It also can work well in some cases. No need to prepare for the call, and therefore there is no problem with what would appear to the system as it is.
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The main problems arise with the call center out where each call is based on a unique case.
For example, debt collection department phone banks may use an automated system that calls and then flashes customer information. In such a situation, it may not always be clear what the problem is.