With the rapid explosion of artificial intelligence-powered solutions changing the customer service landscape, much has been said about technology and its role in improving the customer experience. It’s also changing the nature of the call center — and, by extension, the jobs of over 2.7 million Americans employed as customer service representatives.
My company, CSS Corp, uses proprietary customer experience solutions designed around an artificial intelligence (AI) core. While we believe strongly in our technology to meet the needs of our clients’ customers, reaching a level of superior customer service requires a strong commitment from the company and its people. A company must complement AI’s abilities with high-value human connections, consistent and accurate training, and personalized interactions that avoid invading customers’ privacy.
The Disappearance Of The ‘Easy Calls’
According to the “2018 State of Chatbots Report,” 69% of consumers prefer chatbots for “quick answers to simple questions.” Given that advanced AI-driven chatbots can realistically deflect between many common customer service inquiries, I believe it’s a customer preference that makes sense to fulfill. Chatbots are handling many simple and routine inquiries that once made up the majority of call center volume.
The increase in chatbot usage does mean that agents can spend more time operating in high-value conversations, where the stakes are higher — attending to customers with potentially frustrating issues or unusual requests. Often, those interactions are the ones with the most potential to make or break customer loyalty. Companies can maximize these opportunities by making sure their agents are not only well-trained but have performance measures and incentives that encourage them to put customer needs over maximum efficiency.