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The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer Care - RDI Corporation - ContactCenterWorld.com Blog

The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer Care

Artificial intelligence will revolutionize customer care, but it will never fully replace the emotional intuition of humans. 

Are you familiar with the Turing Test? It’s a question about AI and robotics which seems very simple, but which contains within it incredible depths and truly boggling philosophical implications. It’s defined as this:

“A test for intelligence in a computer, requiring that a human being should be unable to distinguish the machine from another human being by using the replies to questions put to both.”

In other words, if the AI program is so realistic that it can pass as human, if you aren’t sure if the answer is coming from a person or machine, it passes the Turing Test. And that’s amazing to think about, because that leads to some rather big questions, of the sort explored in shows like Westworld and Humans and movies like AI. If there is a point where there is no real difference in how machines and humans act, is there a difference in them overall?

I’d say yes. And more to the point, I think that the Turing Test is a little misleading. Because there will always be a point where humans have something that no artificial intelligence program can. Humans have emotional intelligence, and intuition that can’t be replaced by an algorithm.

That’s why there will be no way, and nor should there be a way, to replace humans in customer care. Whether your customer care is in-house or you work with a trusted third-party customer-care partner employing cutting-edge technology, your people will continue your most valuable asset. There is no test that can overcome that.

Augmented Intelligence

AI is going to be a wonderful tool for customer care, and it is already being implemented. As it grows, it will have more and more of an impact. We’ve been talking for the last couple of weeks about the importance of artificial intelligence, including how it can analyze the speech of both employees and customers while analyzing data to provide real-time coaching and advice. We’ve talked about the use of predictive analytics to prepare your team for customer issues, both broadly and specifically. And we’ve talked about how increasingly-sophisticated bots will free up your team to answer the more difficult questions.

To me, that’s the most important one. Because while bots are amazing, and getting even more impressive, there is a hard limit to what they can accomplish. The reason why shows like Westworld are so far-fetched is because the robots are able to understand subtle nuances in human behavior.

This is maybe most true when a human is lying, or not being honest about what they want. They might even be being dishonest with themselves. You know, it is a dramatic TV show, and people are complex. So a man who says he doesn’t want something might actually want it, and the robot can suss that out, no matter how convincing he is. Even if he has convinced himself.

Imagine a bot doing that. If a human says “no, I don’t want this upsell” then the bot will react a certain way. Maybe it will try again, but there is no way for it to differentiate the degrees of intention behind each response. More sophisticated bots have emotional intelligence, but they don’t really have emotional intuition. They just have an algorithm which can make assumptions based on prior interactions.

And that’s amazing. At some point, it becomes difficult to differentiate. But there will always be that next step that robots and AI won’t be able to cross. That’s the human factor.

Customers might be scared, uncertain, hesitant. They might not know their problems, or know what they want. But they aren’t programs. They never are. And so a program can never have a true interaction, or a true understanding.

Customer will never be robots. Customers will never be artificially intelligent. They’ll always be people, with real intelligence, and real complexity. That’s why customer care will always need people. AI can do wonders, but it can never replicate the mystery of how humans collide with each other in this whirring roller rink of life.

 

RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how Artificial Intelligence will impact your business, please download our white paper, “Artificial Intelligence, Real Results: How AI Will Improve Your Call Center Experience”. To learn more about how we can partner with you, please connect with us today

Source: http://blog.rdi-connect.com/the-emotional-intuition-factor-why-humans-are-more-important-than-ai-in-customer-care

Publish Date: June 29, 2017 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
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.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
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.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
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.

9.) 
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)
 



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