Robots are taking over everything, right? Manufacturing automation. Fast food restaurants. Even call centers. Much like factory workers and burger flippers, call center agents will soon be tossed into the ash-heap of history.
Not so fast.
While it certainly has its place in contact center platforms, artificial intelligence (AI) still has a few downsides. AI to replace call center agents and traditional call center platforms? Let’s pump the brakes on that notion, at least for now.
While the AI replacing call centers theory has more than a few adherents, the simple truth is that contact center AI technology, for all its chat-bot, tech-heavy features, still lacks basic human empathy – the one thing that customers & clients simply can’t do without.
TeleDirect, the leader in business process outsourcing (BPO), realizes the benefits of AI. Our contact center AI software offers on-point analytics, smart sales tools and delivers value & results across multiple industries.
But we also know that live agents are irreplaceable.
Will AI Replace Call Center Agents?
So if you’re wondering will call center jobs be automated by AI…it’s OK to be concerned. But since customers prefer human interaction – and in many instances, demand it – the reports of the impending call center agent demise are, to borrow a phrase from Mark Twain, greatly exaggerated.
Many business analysts tout the cost saving advantages of AI and chatbots. But even as call centers can save up to a quarter of expenses with contact center AI technology, there’s always a point of diminishing return.
That point directly intersects with the primal human emotion to connect with other people. And during crisis interactions – from healthcare contact centers to retail product recalls and even power outages – nearly everyone that calls a contact center wants to talk to someone else. Thus, the process of AI replacing call centers will take longer than expected.
So, will AI replace call center agents? Maybe someday in the distant future. But for now, the optimal outsourced call center solution is a balanced combination of automated applications with live agent expertise.
That’s exactly what TeleDirect delivers. We custom-craft a call center solution for your particular business or non-profit with both contact center AI technology and professional agents. Experience the difference with TeleDirect today. Fill out our customer contact form or call us directly at (800) 776-1081. Thanks for visiting TeleDirect!
