The article also provides suggestions for implementing AI in contact centers, including understanding the current status quo, assessing the customer support flow, and building a feedback loop before launching. It predicts that AI will continue to play a significant role in contact centers, impacting areas such as quality assurance, customer experience, and sales. The author believes that while it will take time to build trust in AI, it is here to stay and will become a staple in contact centers worldwide.
Key takeaways:
- AI is becoming increasingly important in contact centers, not to replace human jobs but to enhance the capabilities of live agents and improve efficiency.
- Generative AI is currently capable of producing understandable responses for a large majority of requests, but its accuracy when responding to specific inquiries isn't as impressive, hence the need for human involvement.
- Before implementing AI in contact centers, it's crucial to understand the current customer support flow and assess how AI can impact each point of this process.
- AI is expected to see further usage in contact centers, taking on roles within quality assurance, customer experience and even sales.