Using AI agents to optimize the work of call centers

This scientific article is devoted to the study of the possibility of using artificial intelligence technologies to improve the efficiency of contact centers. In the course of the work, the authors analyzed various information sources, including scientific literature, to identify existing problems in the work of various call centers, their business processes and metrics that allow them to assess their effectiveness or inefficiency. By reviewing the existing offers in the information services market, the most suitable options were selected to solve the previously identified problems using artificial intelligence technologies. After that, a graphical model of the business process of handling requests "as is" and "to be" in BPMN 2.0 notation was compiled to clearly demonstrate the differences in this business process before and after the introduction of the proposed technologies into the activities of a conditional contact center.