Artificial intelligence (AI) has come a long way in recent years, and its presence in the business world, especially in call centers, is undeniable.
Almost 50 percent of consumers think that AI can actually be empathetic when addressing concerns. Hence, this ‘thought’ of theirs might make customer experience leaders believe that AI call centers are the future of customer service.
These leaders believe that from answering simple queries to routing calls, AI call center technology has brought efficiency to many aspects of customer service.
However, despite all the advancements, the big question remains: Can AI fully replace human call center agents? The answer is a resounding NO, and here’s why.
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The Importance of Emotional Intelligence
When a customer reaches out to a contact center, they often do so because they need help with something that’s gone wrong. Maybe they’re frustrated because a product didn’t arrive on time, or perhaps they’re confused about a bill that doesn’t make sense.
In such situations, the ability to connect emotionally becomes crucial.
Human call center representatives excel at this because they can listen, empathize, and respond to emotions. AI, on the other hand, still struggles with this aspect.
It’s been found that high levels of emotional intelligence are a must for contact centers if they want happier and more loyal customers. If provided with a friendly service, 42 percent of consumers will come back for repeat purchases. Now, can AI offer the same level of emotional intelligence?
AI can simulate understanding. It can try using phrases like “I understand your frustration,” but it’s not the same as actually feeling empathy. This lack of true emotional intelligence limits AI’s effectiveness when dealing with upset or anxious customers.
If you are a customer calling in seeking help, and you’re just “being heard” but not being empathized with, would you enjoy that experience? No, right? AI can hear and respond to basic conversations; it can’t offer comfort and navigate the conversation based on the customer’s emotional cues.
Handling Complex Issues
There’s no denying that AI is a powerhouse when it comes to managing straightforward tasks. If a customer has a question about store hours or wants to know the status of their order, AI can handle it with ease.
However, not every customer inquiry is that simple. Complex problems often require a deeper level of understanding and a more personalized approach.
Call centers deal with countless unique issues daily.
Imagine a customer seeking help to troubleshoot a complicated technical issue with their internet service, which involves a series of unusual circumstances. A human call center representative can ask probing questions, think outside the box, and provide solutions that aren’t based on strict rules.
AI, however, operates within predefined parameters. If a problem doesn’t fit neatly into those parameters, AI will struggle to provide a helpful response. Basically, AI won’t get creative, nor will it be able to fully grip complex customer issues.
Also, AI relies on patterns. It works well as long as the conversation fits a recognized pattern, but once things go off-script, it can get confused.
Hence, instead of talking about the problem directly, if a caller describes it as a story, AI might fail to recognize the issue. This rigidity means that, despite all its capabilities, AI still falls short in situations that require adaptability and quick thinking.
Do the same with a human agent, and they’ll instantly react to it and eventually walk you through the solution to your problem.
Customer Preference for Human Interaction
It’s worth noting that, for many customers, the preference for speaking with a human agent isn’t just a matter of tradition. To them, it’s about trust.
When there’s a serious issue or a sensitive topic, people feel more comfortable when they know they’re talking to a human. For companies, building trust with customers is essential. Human call center representatives provide that personal touch that makes customers feel valued and understood.
AI simply can’t replicate this level of engagement, which means that while it can support call center operations, it cannot replace the human element. That’s why 50 percent of customers prefer talking to a real human over an AI chatbot when chatting online. Older generations, in particular, prefer talking to humans over AI compared to their younger counterparts.
How AI is Used in Call Centers Today
Here’s an interesting statistic: 75 percent of customer experience leaders see AI as a force for amplifying human intelligence. However, by no means do they see AI as a replacement for it.
Hence, AI plays an important role in modern contact centers. Here’s how.
Automating Repetitive Tasks
Handling simple, repetitive tasks that don’t need a human touch is arguably one of the best things AI can do at a call center. AI can answer basic questions, take notes during customer calls, and so on. By handling these routine inquiries, AI frees up human call center agents to focus on more complex, nuanced interactions that require deeper attention.
Providing Real-Time Assistance
AI can also work alongside human agents to make their jobs easier. It can analyze customer data and provide call center representatives with relevant information in real time. This way, AI acts as an assistant, helping agents resolve issues faster without losing the personal touch that makes customer service effective.
Improving Agent Training
AI can also help in training new call center representatives by simulating different call scenarios. Basically, AI can engage in role-playing with trainee customer agents to help them refine their skills and get accustomed to managing difficult conversations.
Why Humans Are Still Essential in Call Centers
Despite the many ways AI is enhancing call center technology, it’s clear that it cannot replace human agents. The essence of customer service goes beyond efficiency; it’s about building relationships, solving problems, and sometimes even just being there to listen.
At the end of the day, people want to feel heard, respected, and understood. This is especially true when they’re calling a contact center for help. That’s why top customer service providers Blue Valley Marketing relies on technology, but focus on human agents to handle their contact center customer operations.
The approach of Blue Valley Marketing is simple: provide real, humane interactions to help customers feel at ease. Blue Valley Marketing provides such call center solutions for all types of businesses and a variety of services, be it sales or customer queries. Hence, if you’re looking for that human touch in a call center, don’t hesitate to contact us at Blue Valley Marketing today. We’ll sit, discuss, and find the perfect call center solution for your business needs.
Last Updated on November 6, 2024 by Ronen Ben-Dror