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Will AI (Artificial Intelligence) Replace Or Enhance A Call Center? - Fusion BPO Services - ContactCenterWorld.com Blog

Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?

 

In this age of technology, we move towards a day when all our problems can be resolved at the press of a button. However, such a day of instant quality solutions to the difficult problem is still a distant dream. However, some think that the incorporation of artificial intelligence (AI) will change the whole call center scenario and replace the human agents for a faster, quicker and richer customer experience.

We are already seeing AI at work at some of the biggest brands. IVR and chatbots have already become very popular as a customer service solution. But they cannot offer a solution to all the issues a customer might face. And as of now AI also lacks the human touch that most customers want.


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Therefore, even when many see AI as a saving grace that replaces human agent but keeps the human touch, the reality is far from it. While most AI systems (IVR, Live chat system etc.) can resolve the basic queries, they do not have the machine learning capabilities to offer solutions to complex problems. Sure, the data shows that AI has been extremely helpful at times, but to call it a savior would be an exaggeration. You can call AI a performance enhancer for the contact center, not a replacement.

Here are five reasons why AI will not replace a call center in near future:

1) AI is extremely expensive to fully implement

As the popularity of AI in customer service increases, many small and medium businesses start worrying about how much money they have to spend to meet the customers’ need for a faster solution that only AI can offer. While you want good CSAT scores by meeting customer expectations and providing them with good customer experience, you should also ask yourself whether it is worth shelling thousands of dollars on an AI system just to meet customer expectations.

Knowing your customer base is the key here. While a business with a younger customer base may want to choose AI over call center as young customers want a prompt solution to their problems, businesses with older customer base would do well by sticking to contact centers. According to SoftwareAdvice, 63% of people over the age of 35 prefer human interaction in the form of a phone call compared to an automated live chat.

2) Contact Center AI technology is not up to the mark - yet

Properly setting up the systems that require AI and the automation that encompasses it takes a vast amount of resources including money. And yet, today most AI systems do not have machine learning capabilities that help a customer find the exact solution they are looking for. Today AI is in a place where it is nothing more than a system that pulls from a database. If the customer query fetches the wrong result, then the customer has to go back and put a new set of keywords. The machine and AI today does not have a self-taught system that is smart enough to correct itself.

3) AI can streamline your lower level inquiries

People still prefer human agents over automation in sales and customer support. But AI can make the lives easier for customer support agents. You can set up an online FAQ form or get a system with IVR capabilities to streamline the regular queries and basic solutions. It will ensure that the customers call your contact center only when it is necessary and urgent.

4) Technology today requires sophisticated answers

The problems or pre-smart gadgets era were far less complex than the issues of today. As the technology advances, its issues grow more complex, and their solutions, therefore, have to be more sophisticated. And only a real live human agent can provide you with the solution as of now.

There is no way you can tackle the vast possibilities of customer queries through FAQ page, IVR or chat. The complex the problems, the more you need a human to resolve it.

5) AI is a complement to contact center operations

Today most contact center solutions offer a number of automation features that SMBs want to achieve through AI including - IVR and advance scripting. These features can definitely improve your contact center operations. But it is not yet in a position to replace it.

AI is still not in a position where it can replace a contact center. While it can definitely act as a performance enhancer and complement your call center operations, it still requires a lot of time and resources to implement. In addition to that, AI is not in a position to resolve complex queries – that power still remains with the human contact center agents. So, it can be said, AI has miles to go before it can become a successor of the contact center, if at all.

Source: http://www.fusionbposervices.com/blog/will-ai-replace-or-enhance-a-call-center.html

Publish Date: November 12, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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