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Artificial intelligence (AI) was already a hot issue when I began my first call center job in 1992. Many were concerned that human agents would soon be replaced by automation and technology. Three decades ago, in college, I even took an AI course. These same worries about AI replacing human agents are emerging in the modern era, as the technology advances quickly thanks to inventions like ChatGPT and Bard. However, the truth is that AI will not, at least not in the manner that people fear, completely replace humans.
Technology will never completely replace the importance of human connections, no matter how sophisticated it gets. This is particularly true when dealing with high-stakes clients.
Artificial Intelligence Abuse in Call Centers
Unfortunately, by considering AI to be a substitute for human agents, some call centers are making the same mistakes they did with the first chatbots. A conflict between humans and machines has resulted from this.
According to a recent Wall Street Journal report, some contact centers are taking away operators’ ability to make decisions by utilizing machine learning models. Based on the sentiment and keywords in customer contacts, these algorithms evaluate discussions and provide answers. Many agents, however, are protesting these AI-generated scripts, claiming that they would rather have the freedom to customize their responses according to their own discretion.
How AI Can Support Call Centers, Not Replace Them Agents
Human behavior has always been impacted by technology, and the growth of automation in contact centers has simplified numerous processes. The way agents interact with clients while they are on the line hasn't necessarily improved, either. Agents are still in charge of handling consumer encounters and analyzing information to efficiently resolve problems.
Artificial intelligence programs like ChatGPT and Bard will alter how some tasks are carried out rather than replace human agents. AI is an opportunity rather than a threat. AI is significantly more efficient than humans in handling transactional and data-intensive activities, which is where the true power lies.
Human Intelligence and AI: The Ideal Combination
We all want quicker, more effective customer service as customers. While AI can undoubtedly contribute to that, empathy shouldn’t be sacrificed in the process. A strong handshake, a steady glance, or the rhythm of a sympathetic voice all have a certain comforting quality. Although AI may eventually approach mimicking certain human traits, it hasn’t done so yet.
For the time being, utilizing AI’s advantages to enhance human intelligence is crucial to its success in call centers. Call centers should keep using chatbots for standard tasks like transaction processing and data retrieval as artificial intelligence develops, saving human call center representatives for more complicated, emotionally charged requests.
Use AI-Powered Call Centers to Boost Customer Support
AI is transforming the call center sector, but it’s not replacing agents; rather, it’s augmenting human skills. Worldwide Call Centers (WCC) links companies with the top international call centers that provide outstanding customer service by utilizing both state-of-the-art AI and human knowledge.
Our partner agencies are equipped with the necessary technology and knowledgeable agents to fully utilize AI in your sales and customer service endeavors, guaranteeing an exceptional experience for your team and your clients.
Are you prepared to investigate the advantages of outsourcing call centers using AI? For a consultation, contact us right now.
