The call center industry is currently divided on the idea if artificial intelligence IT solutions could take the place of human interaction in providing exceptional customer service. There’s a lot of promise in innovation and efficiency backed by studies and research with currently existing technologies.
Whether it’s a simple customer database system managed by IT services in Virginia or anywhere else in the US to large-scale IT-driven infrastructure solution services, call centers have been a popular customer-facing support structure that has withstood the test of reliance, efficiency and issue resolution in the past several years.
But with artificial intelligence getting into the picture, many believe the industry is facing the threat of extinction in a few years with automation and chat bots taking the place of human agents.
Companies looking at automation of the call center industry using AI-driven platforms have reason to ask for it.
A report issued last year saw customer service channels decline in terms of satisfaction ratings. In fact, the 2017 Forrester’s CX Index TM reported the decline of customer service quality in most companies and industries in general.
Much of the feedback from the study that customers demand enhanced experiences in customer relations and better service from the support they get. Unless these concerns are addressed the study predicted that 30% of companies expect to see a decline in growth.
Here are some of the major reasons why AI is reshaping customer service channels.
Automated operations with smart solutions
Artificial intelligence and its machine-learning capability have been seeing a growing trend in companies. A separate report by Forrester indicated that companies investing in AI have risen to 5% in the past year.
AI-driven solutions integrated into customer service channels hold a lot of promise both for businesses and customers. With its machine-learning capabilities, process automation can minimize costs, reduce personnel and equipment overhead, and enhance customer service experiences.
Customer issues often require multiple or time-bound solutions and AI-driven support mechanisms help address this.
Predictive analysis and data-driven applications
With AI-driven platforms, customer support channels are equipped with deep-learning applications that effectively collect data over time for solutions to common concerns either simple or complex. With the integration of data and customer-centered information, AI’s machine-learning algorithms could efficiently and effectively analyze issues and give the best solutions to problems.
Customers often expect effective communication and with a large percentage of call center operations. Two out of five contact centers worldwide are outsourced to offshore call center providers in the Middle East, Asia, and Europe. This means that most, if not all of these customer-facing agents are not native speakers.
Communication is an integral aspect of customer service, which can be competently addressed by AI-driven automation.
There’s still no substitute for human interaction in terms of customer service at this time, but unless customer expectations are addressed, companies may need to resort to AI support platforms to meet the demand.