Tech magnates like Elon Musk and Bill Gates have cautioned the threat of super intelligence and AI. While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s.

Chatbots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres. AI is expected to take over around 38% of US jobs by the year 2030. And in the UK Up to 30 per cent of UK jobs are at risk of being taken over by robots and Artificial Intelligence by the early 2030s, according to PwC.

Does the rise in AI mean contact centres should immediately start preparing for doomsday? Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care?

Regardless of whether a company is big or small, there are several steps a contact centre can take to leverage the AI trend without self-destructing. The following suggestions offer key ideas for contact centre managers to act on immediately:

The more human your contact centre engagements and interactions are with the customer, the more likely you won’t be killed by the AI trend. While AI technology can provide efficiency and cost savings, human interaction create value like no other. People are social beings, and ultimately nothing can ever truly replicate the experience of connecting with another person.

Tuning your contact centre for high volume per operator and low average call duration will result in agents that behave like bots. That’s exactly what AI will kill. Make them more human right now and use all their human attributes to provide the best sales and service online. That’s a service that no AI can replicate.

Will AI Kill Contact Centres? Or Will It Simply Lead To Higher Levels Of Customer Care? | BCW

Will AI Kill Contact Centres? Or Will It Simply Lead To Higher Levels Of Customer Care?