Artificial Intelligence (AI) will continue to grow and influence interactions in our lives and workplaces.
Call it Siri, Alexa, Cortina. Whatever the name, there are bots and technologies out there automating productivity and changing jobs. Call centers are prime platforms where AI increases efficiency and productivity.
Call centers are the front line of all big companies. They provide a vital link between the customer and the company. A call center experience can define a brand in a customer’s mind. Any response to a call – AI or a human – must be friendly to interact with. And get the customer their answer in minimal time.
The Value of AI
Where AI is most valuable in the call center is not in where it can replace the human workforce. But where it can enhance the interaction and help call center representatives.
AI works off predictive behavior. So, when a person calls or texts in with a problem, the initial AI respondent can route them through a series of responses. This accurately identifies the correct human who can provide the caller with the assistance they need.
When the caller reaches a human, that employee has a clear definition of the problem. And with the help of AI, possibly all the information they need offer solutions. They human interaction focuses on solving problems instead of defining the problem.
At times, there will be issues that AI will resolve without ever allowing a customer to talk to a human. As times goes on, callers will begin to expect, and accept, this more often.
However, no matter what type of intelligence is available – there will always be the expectation that a human can be reached to resolve any issue.
What Keeps Call Center Managers Up at Night?
Recently Angela was asked by Call Miner, a leading platform provider of speech and customer engagement analytics, to share her thoughts about what keeps Call Center managers up at night.
Angela response was, “Since phones are used so infrequently for communication (texts and emails are a “go to” standard these days), we should be worried …”. Read the rest of Angela’s comments and thoughts from other Call Center leaders here.
What are your thoughts on AI and on what keeps Call Center managers up at night? Please share below.
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