With changes happening to digital
technology at lightning speed, one of the most impressive developments is the
advancement of Artificial Intelligence (AI). The use of AI in certain automated
systems has brought about a revolution in terms of lowering costs while
improving efficiency. The AI or machine learning process is even reaching out
to call centers, which have been the bastion of human interaction between
companies and customers for many years.
more companies outsourcing their customer service and call center
requirements to BPOs in locations such as the Philippines, the concern is
whether AI will suddenly take the place of having a person on the other end of
the phone. However, it is important to understand exactly what artificial
intelligence is, how it benefits customers in a call center, and whether it
will really take over the industry.
is Artificial Intelligence?
Although seemingly relatively new to the
world, AI was a term coined in 1955 when scientists at the Dartmouth Workshop
were looking for ways to improve machine learning. From solving issues to
understanding languages, concepts, and abstractions, AI has progressed a long
way from the early days of computer science.
Today, AI has become an important part of
the digital technology revolution. By allowing for automation to take hold in
certain areas, artificial intelligence is being used not only as a labor-saving
technology, but also in improving the efficiency of many different services. AI
is being used by search engines to help people find what they are looking for
faster and many other areas as well.
This includes call centers where AI has
made some remarkable contributions that have made the customer experience
better for both customers and call center employees. What was once simply a
trained employee on the other end of the line has become something far greater.
There are many behind-the-scenes benefits
that this type of technology has brought to customer service departments.
Arguably the most notable is how it assimilates information over time to help
establish patterns which can be addressed more readily. This means that the
process becomes more efficient overall. However, there are other benefits that AI
Streamlines the Process: Arguably the most important contribution that this type of digital technology has made is to help streamline much of the process involving customers getting information from companies. From putting together answers to frequently asked questions to directing people to the right places, AI has made important contributions in terms of speeding up the entire call center process.
Technology: The addition of AI has helped to reduce
the learning curve for employees who are working with customers on a daily
basis. This means that artificial intelligence is handling a considerable
amount of detail and information that otherwise would be incumbent on the call
center staffer to learn on their own. In other words, the fewer hoops that have
to be jumped through to get things done, the better the experience for all
involved. That’s where AI has really shined in terms of simplifying advances in
Recognition: This is perhaps one of the greatest
advances that AI has delivered. The ability to recognize speech that helps the
communication process between customer and companies. With automated speech
recognition, it has helped to speed up and simplify the communication process,
so that questions and can be answered faster and getting customers to the right
department or personnel can be accomplished quickly.
Thanks to additional advances, AI can even
sound like a person talking to you from the company. Providing a seemingly
personal touch with the voice. It will not be long before AI becomes even more
prevalent in terms of the interaction between customers and companies thanks to
advances in digital technology.
the Human Touch will Always Be Needed in the Call Center
For all the progress that AI has made over
the years, it is still a long way from replacing people who work in call centers.
There are several reasons as to why, but arguably the most important is that
artificial intelligence was never designed to take over for humans in areas
such as customer interaction, but to help improve and enhance the experience.
Expense: While digital technology has greatly lowered the cost of many
services, AI is quite expensive to implement. This is especially true with the
complicated interactions involved with the customer experience. The amount of
AI needed just to address the basics of answering questions and sending
customer to the right department is considerable.
Having a trained staffer at the call center means
handling issues in a better, more efficient manner. This is because the person
can answer questions directly, but more importantly can handle unexpected
questions or issues that would be outside the programming for a machine. Where
an automated response can only direct customers to pre-programmed areas, a
train call center employee can make a better choice to help customers get what
Human Touch: There is something comforting about
talking to a person when contacting a company. A machine is impersonal and puts
distance between the customer and the business. An employee is reassuring that
you are getting through to the company itself to solve issues and answer
questions. With all the machine learning that will take place in the
foreseeable future, it is no substitute for having a person on the other end of
When used to compliment the process, AI has
proven to be quite useful. Uncounted hours have been saved thanks to the
application of artificial intelligence to customer service applications such as
call centers. There is little doubt that artificial intelligence will play a
larger role in call centers, even BPOs in
the Philippines, but it will never take the place of having a fully trained
person on the line.
This is because with all the advancements of
machine learning, it is still nowhere near the
versatility, compassion, and concern that a person will have in answering
your questions and settling issues at a call center.
Credit: Google News