The evolution of artificial intelligence, automation, and data analytics is having a significant impact on virtually every company and every employee. However, contact center agents are experiencing the effects of digital transformation more than most.
Chatbots, virtual assistants, generative AI, and machine learning algorithms are reshaping the role of the contact center employee. On the one hand, these innovations are driving significant improvements in productivity and efficiency for teams. A study by AWS and Local Measure found companies, on average, see a 50% increase in productivity after implementing generative AI.
On the other hand, new challenges are emerging. Now customers can complete common tasks, like checking in on transactions, and can solve problems with automated tools, agents are dealing with more complex inquiries, requiring in-depth product knowledge and emotional intelligence.
Here’s what business leaders need to know about the impact of AI on contact center staff.
The AI Revolution and the Value of the Human Touch
On a broad scale, innovations in AI and automation not only help companies reduce operational costs, but ensure they can adhere to evolving customer requirements.
82% of customers say they want quicker responses from contact centers, and AI enables companies to deliver rapid 24/7 service at scale. AI solutions empower organizations to handle large volumes of routine inquiries and tasks, streamlining the delivery of service. They can also save teams time on everything from drafting emails to responding to frequently asked questions.
This means human employees have more time to focus on complex, value-driven interactions. The challenge for many companies is figuring out how to balance cutting-edge technology, with the importance of human interactions.
While AI and automation can strengthen customer experiences, improve workforce management with predictive analytics and forecasting, and improve operational efficiency, it’s not yet a replacement for agents. Human beings are still necessary to deliver the emotional intelligence and empathy required in many complex contact center interactions.
According to a PwC study, 75% of customers say they want to see more opportunities for human interactions in the future – not less. This means the key to success in the contact center of the future, is using AI s as a copilot to help agents build rapport, foster trust and loyalty, and deliver more effective service.
“We see a future where low value interactions are automated while higher value interactions that require EQ, in depth processes and consultation will be elevated to the AI’s co-pilot…the human agent” says Jonathan Barouch Local Measure CEO.
Using AI to Augment the Human Workforce
As the role of human employees in the contact center shifts away from repetitive, mundane tasks, towards a focus on more strategic, empathetic customer service, AI-driven tools can be a powerful resource. When used to enhance, rather than replace agents, AI solutions act as copilots that boost the efficiency, productivity, and performance of teams.
Some of the best ways AI can augment the human workforce include:
Scaling Customer Support Opportunities
Most contact center leaders are already familiar with one of the key ways AI and automation can scale customer support opportunities. Intelligent chatbots and virtual assistants offer an opportunity to deliver 24/7 service to customers, without the need for additional staff.
AI tools are excellent for managing basic inquiries, while automated systems can deal with processing orders, tracking information and more. However, beyond this, AI tools can also empower contact center agents to deliver engaging support to customers from a wider range of locations.