The current pandemic has speeded up the need for digital transformation in a variety of industries. Across industries, business leaders are using AI and automation to transform customer service and bridge the gap between customer expectations and service delivery. However, the importance of the human element in customer service cannot be overstated.
To make a real difference, artificial intelligence must collaborate with human intelligence. As a result, now is the ideal time for contact centers to combine the best of human intelligence and Artificial Intelligence to provide outstanding customer service.
Delivering a Consistent Customer Experience
Most contact centers are currently overburdened with customer calls, the majority of agents are working remotely, and customers expect quick answers to their questions. All of these problems can be solved using a combination of human intelligence and artificial intelligence.
There are tasks that machines excel at, and then there are domains in which humans have an advantage. The key is to strike the right balance between the two in order to provide a consistent customer experience.
AI can Augment the Human Agent
Human intelligence is priceless when it comes to solving complex problems, assuaging customer fears, and assuring them. Customers can form bonds with humans, which can lead to greater customer engagement and long-term value. In a contact center, however, the human agent is expected to multitask, access knowledge banks, communicate with other team members, look up a customer’s history, and so on.
As a result, AI can supplement the human agent’s abilities. It provides instant access to knowledge banks, allows users to connect with subject matter experts, allows supervisors to remotely monitor agents, raises a red flag if an agent is having difficulty performing his duties, and so on.
Get in touch with Cegura Technologies to learn how you can blend the best of human intelligence and Artificial Intelligence in your contact center now.
