AI Is Not Scary!

With Artificial Intelligence (AI) expanding into every portion of our modern world, there is a fear associated with this change. The fear is that AI will replace the human component in nearly every aspect of our lives. Each industry may be affected differently, but what about call and contact centers? How will AI change a necessary and sometimes complex job that often deals with human emotions? 

Why you shouldn’t worry:

So far, AI is streamlining certain aspects of call center and contact center jobs. For customers who want to authorize the use of their credit card, AI can handle that with automated responses. This leaves call center agents to handle the more complex job tasks where AI would not understand the nuances of human emotion and empathy.

The more important tasks should be handled by a human, leading to higher customer satisfaction when done well. AI can even be annoying to some users as it is still a new feature, and having a human available will be a familiar comfort to those who are wary of AI. The truth is that AI cannot replace the human-to-human connection in customer interactions; it will instead provide support.

AI can provide seamless service and easily collect information based on call quality. Automation is great for smaller, more routine tasks and for helping agents improve in their roles. Instead of spending hours going through calls to see how agents handle them, AI can do it in a matter of minutes.

It will take some time to get used to AI being more prevalent globally, but what should not be forgotten is that the human aspect cannot be easily replaced. We will always need certain people skills and attributes, which are valuable and should not be overlooked.

Read more: Are You Ready for AI and LLMs in Your Contact Center?