Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the call center.
But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be.
To paraphrase Bart Simpson: “I, for one, welcome our new AI overlords – but not yet!”
As a leading business process outsourcing (BPO) provider for the call center industry, TeleDirect knows all about the supposed obsolescence of live agents – and we’re here to say, nothing could be further from the truth.
In fact, based on informed projections from a few industry insiders and human experience studies, it looks like AI will simply enhance the ability of professional live agents to do their jobs more efficiently – the best of both worlds!
The Coming AI Explosion for Call Centers: More Complementary Than Revolutionary
A few years back, Salesforce and Google combined to enhance customer service responsiveness with intuitive, more intelligent contact platforms. Taking Salesforce’s considerable acquired knowledge and Google’s powerful AI enterprise, representative were able to show how AI can make the human experience for customers more reliable, timely, and ultimately satisfying.
Since that 2017 collaboration, it looks increasingly likely that AI chatbots aren’t quite ready to grab the customer service torch. Rather, AI is the perfect complementary element for effective, streamlined human interaction.
Why will AI enhance, not replace, professional live agents?
- Costs. As much as conventional wisdom has you believe that it’s inefficient to have an all-human customer service staff, the costs (salary, benefits, you name it) usually pale in comparison to a full-blown, AI-driven, automated call center platform. And that’s one great thing about TeleDirect – with our value and results-based approach to call centers and other BPO services, every client can customize exactly how much automation they’d like to implement!
- People prefer people. Breaking news: most people who call a customer service line are disappointed with an AI-intensive, automated platform. There’s nothing quite like an actual human on the other end of the line to address their concerns!
- Lagging technology. AI is constantly touted as the next big thing in streamlined customer service. And while certain elements (chatbots and analytics, for example) are certainly impressive, the technology isn’t up to speed yet. Case in point: real human interaction (see above) requires a real human response to fully inform AND empathize. Think that fancy AI system knows all the sophisticated inflections, pauses, and slang of genuine person-to-person interaction? Think again.
- Blended is better. Since the dawn of the call center – particularly traditional inbound activities – the live agent has been the star of the show. Humans aren’t going away from essential customer service duties. But with a vast database and SOME automated responses for certain questions, a perfect combination of live agents and AI-based interaction is emerging as the optimal way to handle customer requests and questions.
Get in Touch with TeleDirect Today: Enjoy Full-Service Live Agents, Professional Outsourcing & More!
Clearly, humans are sticking around. And TeleDirect is here to get your call center off the ground. Whether your enterprise needs precise enhancements or system-wide, turnkey solutions, we’re here to help. Complete our customer contact form and one of our live agent – AI consultants will discuss solutions that fit any budget. You can also call us directly at (800) 776-1081, and a live agent will be happy to take your call!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.