Management Consulting Videos

Turning Every Service Call Into Opportunity: Human + AI Performance at Scale

The video outlines Intel’s initiative to transform inbound service calls into revenue‑generating interactions by layering artificial intelligence onto traditional call‑center operations. By teaming with McKinsey and Google, Intel built a platform that automatically transcribes, categorizes, and analyzes calls, delivering real‑time insights and coaching recommendations to agents and managers. As one speaker noted, “When AI and humans work together, humans are more effective,” highlighting how AI‑driven analytics replace manual listening while empowering agents with actionable feedback. The approach promises faster, more accurate data, scalable performance improvements, and a new revenue‑acceleration model for contact centers, signaling a broader shift toward AI‑human collaboration in customer service.