Science vs Fiction
When artificial intelligence enters the conversation people tend to sit up and take notice. Anyone familiar with a defiant “Hal” in the epic sci-fi thriller 2001: A Space Odyssey, might fear the worst when it comes to AI. From fears of plagiarism to the potential loss of employment, the current “vibe” surrounding AI these days is mixed with optimism and anxiety. Regarding call centers, many are asking, “Will AI replace call center agents?” But those who think a shift to AI is the future of call centers and answering services, may not have all the information they need to make that prediction. So, let’s break it down from the beginning.
What is AI or artificial intelligence?
As Oracle describes it, “AI has become a catchall term for applications that perform complex tasks that once required human input, such as communicating with customers online or playing chess.” We like to think about artificial intelligence as a technology that automates routine tasks so humans are free to be more creative and more efficient. Everything from call center chatbots, and answering service response options to simple speech-to-text functions are now routinely handled by machine learning technology.
What makes up artificial intelligence?
Think of artificial intelligence as acquiring, processing, and delivering data according to algorithms in order to solve problems and initiate actions through human-computer interactions. Machine learning (ML) and deep learning both fall under the AI umbrella and have become popular as of late thanks to tools like DALL-E and ChatGPT. These ML tools rely on humans to “teach” them how to develop content and images.
Each human interaction helps the AI tools learn something new from artistic techniques to tone of voice. And it’s this ongoing learning that has some worried about the potential for these machines and programs to start developing human attributes and the ability to think independent of user interactions. And while the thought of computers taking over the world is frightening, and has the makings for a great summer blockbuster, there are some very real concerns associated with AI that many have started to refer to as “AI anxiety.”
According to Scientific American, AI anxiety is on the rise.
“Specific worries include a lack of protection for online data privacy, the prospect of job loss, the opportunity for students to cheat and even the possibility of overall human obsolescence.”
These worries are very real. Especially for workers who have experienced a gradual increase in the amount of automation they now experience at work.
Human experience with Artificial Intelligence
Contrary to what you might believe, artificial intelligence has been around for over 20 years. We’ve all interacted with artificial intelligence when giving instructions to our cell phones, utilizing website chat tools, or even car shopping online.
Research indicates, most consumers are ambivalent about artificial intelligence. But while some may find it helpful at best or harmless at least, others believe it puts a wall between them and the companies (and humans) with whom they conduct business.
Can Artificial Intelligence help fill the labor shortage gap?
The population of the world cannot continue to grow unabated. So as it stabilizes or declines, we’ll grow more dependent on artificial intelligence to handle mundane and/or repetitive tasks.
Beyond the time and cost savings resulting from AI, experts believe it holds tremendous promise for improving customer service. “AI-driven analytics can quickly gauge the sentiment of customer interactions, equipping contact centers with the information they need to help optimize the customer experience,” according to Ross Daniels, a Customer Experience Intelligence expert.
Internet-based call answering technologies, called “cloud contact centers” have made inroads by going beyond answering frequently asked questions to providing customer-specific information (i.e., order status). As the number of cloud contact center providers grows, so will the types of services available to businesses. In fact, some e-commerce sites have begun offering cloud-based AI call center software at zero cost to their vendors.
Contact center automation trends show the technology is evolving and has improved the customer experience. They achieve this by primarily reducing the amount of time agents spend on simple requests. This added efficiency allows agents participate in more productive, engaging, and rewarding interactions with clients.
Will AI replace call center agents?
Not any time soon, according to one leading call center executive we spoke to on the topic. However, one of the biggest challenges is finding the right balance between AI and human interface. “There will always be more complicated scenarios and questions AI isn’t equipped to handle,” she said. Companies need to consider what can be managed by AI and what must be handled by a human. After all, sometimes you just want to speak with a person who understands and is willing to help. Companies who are focused on providing the best customer experience are less likely to incorporate AI solutions across the board.
Clearly, artificial intelligence is here to stay. So welcome it with open arms and a critical eye. After all, AI is only as smart as we make it.
Looking for more information on artificial intelligence and its impact on call centers? Check out this article on the impact of speech analytics on call center experiences. And, don’t miss additional information on call center services, including live chat outsourcing.