Artificial Intelligence (AI) is growing in business today, reinventing how industries and teams operate. On a global scale, over 80% of companies use or consider AI to enhance their processes. The widespread adoption of this technology is not lost on the outsourcing industry either.
Gone are the days when simply following a script was enough. Customer expectations are now at an all-time high, and outsourcing providers are beginning to recognize the importance of focusing on personalization and accessibility. Research shows that AI-powered customer service reduces first-response times by 37%, enabling better customer engagement.
With its numerous advantages in process improvement, cost savings, and more, it’s no wonder that AI is becoming a welcome change for BPO leaders. Yet, there is still a growing fear among teams with the rising demand for AI and automation.
According to ASAPP’s CX Report, 40% of agents express fear over their job security due to AI implementation. This uncertainty goes beyond job security, originating from inadequate AI training and concerns over career growth and role changes.
The pressing question remains: Where does the widespread AI implementation in call centers leave the agents themselves?
The Role of Artificial Intelligence In Navigating Call Center Changes
The role of call centers has transformed with the times. Previously, call centers used predetermined scripts to address customer inquiries and concerns primarily through phone calls. However, with continuous digital transformation, the traditional function of a call center has become obsolete.
Technology has changed, but so has consumer behavior. Customers now expect customer support teams to be omnichannel hubs, accessible through channels other than phone calls. In the US, at least 83% of contact centers use multiple channels other than voice.
Moreover, personalization and convenience have become more essential. Modern call centers now prioritize consumer-focused approaches rather than call volumes.
Unfortunately, these changes are not without their setbacks. Some challenges call center teams often face today include increased volume of customer contacts, customer expectations, and agent burnout.
3 Ways Artificial Intelligence Helps Modern Call Centers
So, how does Artificial Intelligence help address these shifts? Here are just some of its advantages:
1. It Helps Centralize your CX.
An AI-powered customer experience helps teams provide customers a seamless, flexible multichannel experience.
2. It Reduces Operational Errors.
AI tools can take over routine tasks, enabling agents to focus on high-priority ones. Automated processes also eliminate any room for error and improve overall service quality.
3. It Predicts Potential Issues.
Artificial intelligence can help outsourcing teams anticipate potential issues by leveraging data with better speed and accuracy. It can help analyze customer and performance data in real time, assisting organizations in making any necessary improvements. [1]
AI can be extremely helpful when used correctly. By harnessing AI, ClearSource successfully drives efficiency and growth in its partnerships. We speed up the onboarding process through simulation, speech analytics, and more while staying true to our promise of exceptional customer experiences. Learn more about our innovation efforts here.
The Value of the Human Touch
While speed and accuracy are welcome improvements, customers still value human interactions above all else. 44% of consumers still seek empathetic, personalized support that AI customer service can’t simply replicate.
What sets the human touch apart in customer support? Here are some qualities that show how significant it still is:
Emotional Intelligence & Empathy
A human agent’s most prominent edge over AI is their capability to provide empathetic interactions. Consumers often seek support over emotionally driven situations such as billing or health concerns, making compassionate customer support more favorable than an algorithmic one.
Complex Problem-Solving
Some solutions require more complex problem-solving, which AI technology often lacks. Human agents provide the critical thought needed for impossible situations through standard protocols.
Customer relationship-building
In any kind of business, customer satisfaction and loyalty are paramount. Having a human element in customer support makes meaningful customer interactions. In the long run, human agents impact customer satisfaction and retention.
Artificial intelligence offers significant benefits to call center operations. However, customer interactions are still very complex, and AI tools are only as good as the people who utilize them.
Our experience shows how equally significant AI and human agents are in creating an exceptional customer experience. One of our leading clients was facing challenges with agent preparedness.
ClearSource implemented AI simulation tools to address this issue which helped maintain peak agent performance even during downtimes. This solution led to a 12.30% increase in conversion rates in just 4 months.
Creating the Perfect Balance of High-Performing Humans and Innovative AI-Driven Solutions
The human touch remains a central piece of a high-performing CX campaign. Yet, it’s not one solution over the other. Today’s competitive businesses know better. Combining AI capabilities with highly trained human agents makes for the ideal outsourced team.
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Learn more about how ClearSource empowers teams to do their best work. Know more about our innovative solutions by booking a call with our team today!
