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AI Vs Live Agents- Will AI Replace People in Customer Support? - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

AI Vs Live Agents- Will AI Replace People in Customer Support?

It’s annoying when you need an instant solution to your problem, but you can’t get it. It’s disappointing and you can even think about leaving for other brands. How sad is that?

Technology advances every day and because of that, we all have the dream of having all our problems resolved at a click of a button. No matter the difficulty, people want instant solutions and quality experiences. Many believe that for customer service, Artificial Intelligence (AI), is the future and maybe the disruption of the entire call center industry.

The discussion on whether AI is the future of customer service has been around ever since this technology has been introduced into the business world. There are no doubts about the fact that AI is going to make a huge impact in the coming future when it comes to customer engagement. But does that mean that human chat agents are a thing of the past?

There are certain aspects where AI has an advantage over human beings. Some of these advantages are knowledge of many languages, can handle unlimited chats, faster response time and it’s cost effective, but also, have some disadvantages as the lack of human touch and the incapacity to reply to specific questions.

Like humans, every bot has its limits. Those recurring FAQ-style questions are usually every bot’s dream. But how does it handle complicated problems? Can it deal with colloquialisms? One-word answers?

It’s important to remember that AI is at an early stage of development. This means they don’t always can achieve the tasks they were specifically created to carry out.

There are two main reasons why chatbots won’t be replacing live agents any time soon:

  1. Chatbot applications are only as good as the data they leverage.

AI relies on machine learning in order to function properly. Machine learning, in turn, relies on good training data to train the algorithms. Getting the right data fast is not a simple process. Organizations who are serious about building an effective AI need to have a long-term data strategy. After all, AI is not a “one-and-done” process, but an interactive one where new learnings in the form of data are continuously used to improve the performance.

For the call centers, it would be best to start using AI with very specific use cases that need low human-touch and where good quality training data exists. It’s important that such an implementation can either provide a faster turnaround time for the customer or improve agent productivity.

  1. Importance of human interactions.

AI is not adept at understanding human emotions (like sarcasm) or recognizing high-stress situations. At the end of the day, whenever there is a need for emotional intelligence or critical thinking, humans are the heroes we need. Some situations call for empathy and delicate handling, AKA a live agent.

The key here is to analyze the conversation history and use that data to optimize. Essentially, we see AI being really effective in a call center when is tasked with mundane tickets, leaving agents to focus on issues that require a human touch.

What do the experts say?

Some of the most respected customer service leaders think that AI and humans really should complement each other for effective customer service mainly in large companies. AI can effectively handle simple, transactional queries and it can also work in the background to help human agents quickly find answers to customer questions. Human agents excel at solving more complicated issues and empathizing with frustrated or upset customers. The key for humans is to consistently prove their worth by bringing humanity to the service they provide.

Conclusions

The future of call centers is better and faster customer service through technology while retaining a human connection. AI, in congruence with live agents, can help get us there. If the capabilities of AI are combined with the emotional connection and elevated skill set of live agents, you will have the ultimate super-agent.

Having AI for your customer service is great especially if you have the resources to handle it and/or in large companies. However, they are not here to replace human beings (at least not anytime soon) but to help us save money, time, and energy.

Source: http://callcenterpros.com/will-ai-replace-people-in-customer-support/

Publish Date: July 27, 2018


2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 



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