When artificial intelligence - or AI - was first being introduced into the world of customer service, many people wondered how long it would last. Some thought it might be a passing fad, while others were certain it was doomed to be a flash-in-the-pan trend that would quickly fade with many others that have come and come.
However, AI has proven its staying power and its relevance in both the customer service industry and the contact center setting overall. With the next decade fast approaching, industry analysts are beginning to believe that artificial intelligence may never die in the call center.
If you’re wondering why this tool of technology has become so ubiquitous, you’re not alone. Many management members still don’t fully understand the benefits of employing AI in their centers. Until they do, it’s difficult to truly comprehend just how lasting this technology stands to be. Read on to learn more about the staying power of AI - and why you should be part of this perpetual trend!
First - What is Artificial Intelligence?
To understand why artificial intelligence is so important and so irreplaceable in the call center setting, it’s important to first understand what AI is.
The term “artificial intelligence” was first used in 1956 by scientists associated with the Dartmouth Workshop. This two-month long science and technology project was designed to determine the extent of machines’ capability to use and understand language, concepts, and abstractions, and solve problems the same way humans can. This type of manufactured “intelligence” was dubbed artificial intelligence - and is still referred to as such today.
This is all important to know because it underlines the difference between what many people believe AI to be and what it really is. AI is simply a way to support the actual intelligence of humans. It is the application of technology to solve problems and handle tasks - something that should be embraced rather than feared.
In the industry of customer service, this is especially true, since the faster you can handle individual tasks and process information, the more people you can adequately serve in a given period. It only makes senses, then, that many people feel as if AI was tailor-made for the field of customer service and for contact centers, in particular.
AI Learns as You Use It
Your contact center agents become better at their job every day. Every time they serve a customer, they gain experience. This experience translates to a better ability to serve future consumers and creates better overall agents.
Did you know that artificial intelligence applications have this same ability? It’s true! One of the biggest draws for people when it comes to AI is that the technology is dynamic in its capabilities; the more you use it, the better it gets at its job. This comes from its ability to collect, catalog, and analyze information quickly and easily. As it gathers this information, it uses it to improve its own performance. The more it learns, the better it gets at its job. Before long, your application is more artificially intelligent than it started out as - and is serving you and your consumers faster and more efficiently for the same upfront investment!
AI is the Support System Your Team Needs - Not a Replacement for Your Staff
Some people fear that one day, human professionals will largely be replaced by machinery. While there are certainly some positions that will become obsolete as we learn to automate specific processes, this has always been the case. Jobs that were once necessities in the communities they served - such as milk delivery men - are now no longer seen in those same cities and towns. Fearing this forward march of time is kind of silly when you think about it!
What’s important to know about AI in the contact center and in the customer service industry is that it serves only to support and enhance the work of the people there - not to replace them. Some smaller, more menial tasks that do little more than take up time from an agent’s day can be relegated to be handled by AI. However, most detail-oriented tasks are still too difficult for machines to handle without human intervention. AI exists simply to support human efforts to serve customers better.
This is perhaps one of the biggest reasons why AI will likely continue to survive and thrive in the customer service setting. It not only creates better service for consumers and easier workdays for agents, but it is also improving processes at every level of the call center. Few modern centers would be able to serve consumers the way they do now without it - and they certainly wouldn’t be able to handle the increasing demands of the future without the use of AI.
AI is More Accessible and Affordable Than Ever Before
While fully outfitting your center with the most advanced AI applications currently available might not be something most facilities can afford, the average AI program is easier to budget for than you might imagine. In fact, much of today’s best technology - including popular contact center software programs - include some form of AI already integrated. Others include the option to upgrade or integrate AI, making the addition of this technology to your center seamless and stress-free.
To really experience the benefits of artificial intelligence, you’ve got to have the best version of it in your own center. Contact ChaseData for more information about how to put AI to work in your facility. We have the knowledge and expertise you need to get in on the trend that may never fade - and stands to benefit you for as long as it lingers. Give us a call today to learn more about what AI can do for you!