Emily Potosky, Senior Director of Research in the Gartner Customer Service and Support Practice, has discouraged companies from focusing exclusively on self-service and automation technology intended to replace employees.
Discussing the issue in a Gartner Q&A, Potosky highlighted the limitations of existing self-service solutions, arguing that very few possess the capabilities to resolve customer issues fully and that "some level of assisted service will always be needed."
Indeed, a recent Gartner survey of 822 business executives appears to support this claim, with 61 percent of customer service and support leaders expecting headcount reductions of only five percent or less due to GenAI.
Rather than investing in GenAI-powered tools to replace human agents, Potosky believes that the more beneficial strategy for both the customer and a company’s bottom line is to incorporate employee enablement technology.
This tech will assist and empower existing employees, improving both the efficiency and effectiveness of agent performance. As Potosky explains:
Providing employees with context and guidance through their technology will reduce a dependence on skills and expertise, and in doing so, lower costs and widen the available talent pool that can engage in customer-facing work.
Let’s take a closer look at some of the ways that organizations can use AI and technology to assist their employees.
A Helping Hand Rather than a Push Out the Door
Despite the majority of leaders not foreseeing major GenAI-induced staff cuts, Potosky explains that self-service solutions have historically been utilized to reduce costs and prevent the need for additional staff, even while an organization is growing.
By implementing employee enhancement tech solutions, companies may maximize the potential of their staff and improve the overall CX without having to replace or increase the number of human agents. Here are a couple of examples of how they may do so.
Staff Retention
Many companies face the problem of new employees leaving shortly after completing the onboarding process or even during it.
However, instead of making the onboarding process lengthier, organizations could use AI to route simpler contacts to new hires, which they can handle quickly and efficiently. This strategy allows new hires to gain more confidence before they decide to leave the company.
Employee Development
Organizations can utilize AI to develop more personalized performance management programs.