The future of call centers is prompt, customer-friendly, and efficient. They will quickly foresee customers’ inquiries and predict what they seek. Moreover, it provides the right support to every customer throughout the interaction. It is all because call centers are rapidly shifting toward Artificial Intelligence technology (AI)!
As per a past survey, inbound traffic to AI-powered call assistants rose by 40% only in February-April 2020. Many users think AI is the future of call centers, and maybe it will prove to be a disruption to the entire call center industry. What do you think: will AI replace call center agents? Is the call agent profession in threat?
Well, the answer is no! No, AI will not replace call center representatives!
AI helps humans — both customers and agents — get things done without delay. AI encompasses everything from chatbots to data analysis systems. It allows businesses around the globe to create personalized and sales-driving experiences for business buyers and customers. Despite all these favors, AI cannot replace creative customer service agents who can handle matters situationally and think outside the box.
This blog will help you explore the impact of AI in call centers, the scope for a groundbreaking human-AI partnership, and its shortcomings.
Call centers have always capitalized on new-age technologies to improve operations and services from innovative routing systems to IVR, and now from IVR to AI.
When agents attend back-to-back calls, they become tired. Their exhaustion will likely impact the service they deliver. But when agents work in the AI call center, many of their burdens get shared! AI goes many steps ahead to solve problems that are frustrating agents.
AI deals with many questions and matters before they reach the call agents, saving call agents time and company resources.
Take a look at how AI impacts the call center!
AI Studies reveal that AI-powered conversational agents can manage up to 80% of frequently asked questions. Questions related to delivery, change of payment method, etc. AI can also escalate issues to a human customer agent if required.
Artificial intelligence (AI) can support call centers in two modes:
Firstly, by using self-service options, AI can seamlessly supply customers with the right information at the right time. Therefore, AI eliminates the necessity of a customer service agent for a call.
Secondly, AI provides a lot of information to customer service representatives so that they can handle complex issues quickly and efficiently.
Undoubtedly, Artificial intelligence can serve as a perfect aid for a call center in the near future. AI can address tier-1 interactions hassle-free, effectively, and satisfactorily. Meanwhile, AI can also enhance customer representatives’ problem-solving ability by providing relevant and sufficient information.
It shows customer service agents’ duties are becoming more varied. The bots and AI respond to routine questions through online chat or any other channel.
AI can predict the urgency of a call by monitoring the customer's history. Once a customer has called an agent in an emergency, AI will understand that a call from the same customer will likely be urgent. Therefore, AI will place that call on top of the queue to be priorly answered by a human agent.
When artificial intelligence and customer reps work side-by-side and data insights are integrated with a personable phone, it develops the best customer experience.
Thanks to AI technology, call centers' burdens have been reduced amazingly. It supports call agents in numerous ways.
But no matter how beneficial the AI system is, it can never replace call center agents! There are many things that AI systems cannot perform!
You can scroll down to figure out jobs that AI can never replace!
Businesses cannot entirely replace call centers with AI!
Customer service agents deal with customers by reacting to their feelings and reading their minds. By automated calls, the business cannot show empathy to the customers. This interaction can cause the company to lose customers.
Soft skills are fundamental these days for customer satisfaction and retention. Only customer representatives can deal with customers using those skills, but none are followed via robotic calls.
Thanks to the AI system's rational, accurate, and fast approach. But it is not empathetic, intuitive, or culturally sensitive. Only a human can read a face and mind instantly, so these abilities effectively help in dealing with customers.
AI call center doesn’t include a rushy, burdened, or stressful environment. Thanks to the AI system, which shared much of the call agents’ burden by dealing with casual issues,
Nevertheless, AI cannot resolve every complex matter or spontaneous and random question that customers raise. So, call agents must listen, answer, and satisfy customers. If, in any case, a customer is not satisfied or has a lengthy problem-solving procedure, agents transfer the call to another agent.
So, it is a fact or relief to say that AI will not replace humans!
People are crazy about Artificial Intelligence technology, but it does not always serve the way it is thought. The computing system processes information worldwide in an astonishingly little time. The notion of AI has been significantly based on these abilities.
Seeing the machines’ ability to think and work like humans has been pleasing — especially in activities like language, voice, and image recognition. But it does not always work!
Humans use the brain’s memory, computing power, and thinking ability to process problems. In contrast, AI-powered machines rely entirely on data and instructions given into the system.
Human Intelligence deals with situations according to various experiences and incidents. Moreover, humans are flexible, but the AI system is not adjustable. Considering all these facts and several other experiences, it is proved that AI is not correct in many situations.
It does not provide sufficient or relevant information to the customers they contact. Consequently, your business's customer base rate can disastrously suffer. Customer agents and AI can go hand in hand, but they cannot be very effective alone. By using AI services, call centers can seamlessly provide 24/7 support to their customers.
The performance of AI is based on the algorithm. An algorithm helps for accurate predictions that require plenty of tuning sessions. A well-developed algorithm is costly when implementing AI solutions.
AI demands more computing power than usual. You need to run through hundreds of combinations for data sets and sift through billions of records. So the cost is exceptionally high!
Nowadays, problems are emerging, and so their solutions should be! But often, AI cannot fix several customers' issues because its set code does not allow it.
A robotic system cannot think itself and work in its programmed frame. So AI is only as worthy as the programmer who develops it.
It is not capable of critically examining or analyzing contexts. The same repeated lines and contexts can neither resolve or satisfy every problem. Conversely, teams and organizations' agents constantly interact with customers by answering their rapid questions.
So creative thinking, developing complex strategies, and dealing with complicated scenarios are jobs that AI can't replace.
AI is designed to solve several issues in the context of a very particular data system. On the other hand, human insight, creativity, and contextual awareness are key to making AI work.
We can conclude that Artificial Intelligence efficiently complements humans' abilities. In call centers, call center AI helps with organizational productivity, agility, and positive experiences. Therefore, several top-tier and forward-thinking companies have started to implement AI systems.
In a nutshell, AI is an accompaniment to contact center functions. Not an alternative! There are plenty of jobs AI cannot replace! So for those complex jobs, you need the assistance of call agents!
Well, if you are lacking in planning to develop your business by using AI. Or, if you are wondering how your call service agents can be productive by using AI, you can contact us. Whether you are a beginner with no experience in starting a call center or stuck somewhere, you can outsource your service.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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