However, the article also warns about the risks of over-automation and the importance of considering the perspective of agents. It suggests that AI could lead to agents handling more complex tasks, and compensation should reflect this. The article concludes by stating that AI is still maturing and its implementation requires professional resources and ongoing support. It advises contact centers to partner with experienced providers to reduce risks and costs.
Key takeaways:
- AI has the potential to significantly increase efficiency in the contact center industry, but it is not expected to eliminate jobs for agents. Instead, it is likely to shift the nature of their work to more complex tasks.
- Historical examples such as the introduction of ATMs and electronic spreadsheets show that automation often leads to job growth and expansion of roles in various industries.
- While AI is predicted to reduce contact center labor costs by over $80 billion by 2026, the technology is still maturing and its implementation requires significant resources and ongoing support.
- AI can benefit all stakeholders in contact centers by resolving common customer requests, driving efficiency, and relieving agents of trivial tasks, thereby creating career paths based on interpersonal skills.