Be Ready for Artificial Intelligence to Revolutionize Your Call Center
By Peter Lyle DeHaan, PhD
One of the spaces I inhabit is the call center industry. Another of my worlds is writing. These two areas intersect in this column. Another commonality is how technology, specifically artificial intelligence (AI), will affect both sectors.
Futurists in the writing community talk about how AI will arise as a disruptive force. Indeed, the disruption has already begun, with computer programs writing poetry, song lyrics, a screenplay, and even a novel. Much of the writing community isn’t aware of this emerging reality. Other writers deny that AI even exists and consider it a pipedream. Some see it as the end of writing as we know it and a threat to their livelihood. Last are those, like me, who see AI as a tool that will help us write more, write better, and write faster. Yes, writing as we know it today will change dramatically, but that change is something to embrace.
AI is also making inroads into the call center industry, and the reactions to AI in the call center space are much the same as in the writing world.
Many people in the call center industry aren’t aware of the burgeoning developments with AI and how it will dramatically change call centers and their provision of customer care. They view AI as the topic for sci-fi movies, scientific labs, and a far-off future reality—one that will occur long after they no longer care.
Instead, they focus on the day-to-day urgencies of hiring, training, and scheduling agents. They look at metrics such as first call resolution, speed of answer, and average call length. They consider the number of calls in queue, time in queue, and abandonment rate. And their world focuses on resolving customer complaints. There’s nothing wrong with these worthy pursuits, but it keeps them from considering tomorrow and embracing the future.
Deny It’s a Threat
Others acknowledge the existence of AI, but they don’t see how it could help call centers serve customers better. If anything, they assume AI will make customer service harder and therefore perpetuate the need for live agents. To them, AI is another call-center fad that will receive a lot of hype for a few years and then fade away. Their response is to maintain the status quo and pursue business as usual.
Fearful Over the Future
Next, are the Luddites, those who oppose technology. Though some call centers embrace technology much more than others, every call center has some degree of tech in its infrastructure and operations. These people have formed a comfortable truce with the tools they use, and they don’t want any more of them. They have enough, and everything works fine, thank you very much. More tools, especially AI-powered solutions, makes them shudder. They fear that self-learning programs will take over the call center space and eliminate their jobs.
Embrace It with Optimism
The final group looks at AI as an intriguing call-center solution. Yes, it will fundamentally change how call centers operate. And this transformation could happen much sooner than most people suspect. Yet instead of fearing uncertainty over the unknown, these forward-thinking futurists welcome AI as a smart solution to many of the challenges call centers to face.
Yes, in some cases, AI will replace jobs, just as answering machines, voicemail, automated attendants, and IVR have done in the past. In other cases, AI will assist call center agents, helping them work more effectively and efficiently. This will occur just as our existing tools have improved the results produced from our prior toolset. Then, now, and in the future, the customer benefits by realizing enhanced outcomes.
Thanks to AI, in the future you won’t need to hire as many people to staff your call center. And those you do hire will benefit by having AI to guide their work. These employees will find their call center job less dreary and more invigorating. The days of routinely shuffling through repetitive calls will end, replaced with variety in handling challenging calls that AI can’t address. This will provide the opportunity to excel in call-center work as never before.
AI isn’t coming. AI is here. What role will it play in your call center?
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry.