6 Reasons Why AI Can’t Replace Call Center Agents?
We are living in a super-fast era. Each day, there is innovation, and as technology evolves, we all have the ultimate desire to automate things and resolve issues with just a click. Prompt solutions are always much-needed elements in the corporate world, the faster the solution, the better the experience. Well, when we discuss prompt solutions, AI is the top consideration for any business.
It is now common knowledge for every one of us that Artificial Intelligence (AI) is the future of many industry verticals, including call center operations. It is something that will take the call center industry to the next level.
However, there are a lot of speculations about how AI will completely replace call centers. Many people debate over how AI systems will ultimately replace the roles and responsibilities of call center agents.
But, in reality, it will not take over call center functions. Instead, the technology that comes with AI will only make the whole system more resourceful and efficient.
This editorial will debunk all the speculations surrounding call center operations and convince you why AI will encourage and enhance the call center agents and not replace them.
Let Us Briefly Discuss What Is Artificial Intelligence?
AI is the self-learning machine invented to replicate some of the behaviors associated with human intelligence to make things easier for humans and resolve complex issues. Mainly there are two types of AI, they are:
- Narrow AI
- General Purpose AI
Currently, narrow AI is used in software that learns how to manage simple tasks without much programming and effort. You may have come across virtual assistance such as Siri or Alexa. These two are the perfect examples of narrow AI. Siri and Alexa can stimulate simple human tasks and answer questions by collecting information that helps humans respond according to the user’s preferences.
On the other hand, General purpose AI (GPMI) is termed the original vision of AI, which means it can be traced to a 1955 Dartmouth research program in which computer scientists tested for the viability of creating a machine that could mimic human learning, understanding, and intelligence. Think HAL, the sentient computer from “2001: A Space Odyssey”. GPMI does not exist anymore and may not become a reality for decades, if ever after.
Why AI Cannot Return Call Center Agents
1. AI is expensive to implement
Implementing AI is not everyone’s cup of tea. It requires huge expense to enforce AI systems in the business. Moreover, if the AI system is not enacted appropriately, it will lack efficiency and does not respond as expected. In your business, if AI doesn’t have enough information about your customers, putting AI into your business activities can be costly to you.
2. People still prefer live support
Often, when you receive a message from your live chatbot. The primary question they ask is, “Are you a live agent or a robot?” as soon as they see a systematic reply, they leave. With a live agent, they have the satisfaction that they are heard and will get an actual response instead of the generated one. Call center agents provide a good customer experience as compared to the intelligent system.
3. AI is not always reliable
We discussed how people still prefer live agents. It’s probably because AI does not always have the right answers. Sometimes, they are unable to understand the questions made by the customer. Hence, you cannot be solely dependent on AI or computer systems. To give a better run to your business, human efforts are always required.
4. AI technology is still evolving
The criterion of machine learning & AI development is only as good as the programmer. It means all the systems in place for AI in call centers are all operated by humans. This refers to providing your customers an experience according to the system and replies you have set up. Also, tech is still evolving from a fiscal standpoint. The latest tech can be expensive, and new abilities are consistently emerging by the day.
5. Advanced technology requires sophisticated solutions
There is no rebuffing in the fact that the advancements of technology are evolving rapidly. This advancement and techniques have set an example for call centers: advanced technology needs sophisticated solutions and this type of solutions that real live human agents can only offer.
A FAQ page cannot fix every customer’s issues. A perfect call center and customer service support should have a system that can simplify lower-level questions and manage higher-level issues.
6. AI is a complement to your call center functions. Not a replacement
Today, call center solutions offer various automation features that small and midsize firms are determined to acquire when seeking AI. Most of the agent’s time is usually killed due to repetitive tasks automated through AI. This means AI can reduce your agent’s workload and help them, but their alternatives cannot be considered. It takes both human and machine learning to run an efficient and effective call center.
The Takeaway
So, here we discuss how AI won’t be able to replace call center agents completely. No matter where this world heads up, there will be humans behind its function. Thus, to run an efficient business an amalgamation of both humans and AI is equally important.
Tru Performance blends the best of highly skillful call center agents and AI technologies. We are setting a benchmark in delivering the best experience to the businesses. If you are also looking to outsource call operations to a determined outsourcing company. Then contact us for further consultation.[/vc_column_text][/vc_column][/vc_row]