While there's no denying the role of IA and AI in the customer experience will continue to grow, there are perceptions of IA and AI that are not exactly true. In order to make strategic decisions and investments in IA and AI, individuals, teams and businesses must look at both of these myths and separate fact from fiction. Myth: IA and AI will replace human employees entirely. Intelligent automation is no longer a futuristic technology; it has already arrived. While customer support has, in many ways, shifted in the direction of IA, it doesn't necessarily mean human employees no longer have a place in shaping the customer experience.
What does the near future have in store for us? It looks full of self-driving cars, built-in curators for Netflix queues, and homes that know your temperature preferences better than you do. Artificial intelligence is likely to touch on every aspect of our lives, and there's no telling what crazy innovations we'll be seeing in the next decade. It's difficult to be completely certain when it comes to artificial intelligence, but it's a pretty safe bet that it will change the customer experience as we know it (and likely sooner than later). It's telling that business leaders are placing their chips on that bet.
Stronger Customer Engagement – In the old days of call center customer support teams, agents were measured on how quickly they could get a customer issue resolved and end the conversation. With much of today's customer support engagement being handled online, businesses are often looking to have more lengthy and engaging conversations with their customers now. This is where AI helps. By leveraging information procured from customer relationship management (CRM) solutions, AI can highlight key customer information and make it immediately accessible to agents. This lets them approach customer interactions with more intelligence than ever before (find out more about AI-powered and AI-integrated CRMs and get recommendations for products here).
In the previous article, we went over the basics of the impact that AI can have when introduced within the customer service industry along with some use cases. In this article, we take a look at the implementation and execution aspect of it as well as the benefits it entails for customer support agents along with support center management. Stinting on cost is the first priority for businesses as on today. When it comes to call center practices, it takes a good deal of money and time in hiring and training staff for customer service, as well as in erecting the whole brick-and-mortar infrastructure, even more if it isn't cloud-based. Just 10 support individuals can cost you as much as $35000, or even more if recruits frequently quit (attrition being quite high in the call center industry) -- which is a nightmare.
The turnover rate for call center support agents is high. According to the 2016 U.S. Contact Center Decision Makers' Guide, the average term for a customer service representative is 3.3 years. Additionally, 60 percent of the turnover rate is from agents quitting. The highest turnover rate across all industries studied was found in outsourcers, aka third-party providers. No customer support job is easy, and call center agents are especially prone to emotional and physical burnout.