The newly announced ChatGPT has quickly taken the world by storm with its ability to respond like a real person. Accordingly, a series of AIs in many different fields have also been introduced one after another, or at least information is in the process of being conceived. The current rapid development of AI has made many people believe that in the future, the possibility of AI replacing humans is very high. So what will AI be like in the Contact Center field? Is there any prospect that AI will replace agents? Let's explore together!
The Power of AI in Contact Center is Undeniable
With AI, customer care centers are ready to solve customer problems.
In Contact Center With AI, we can support hundreds of customers at the same time. Customers can be supported 24/7 without having to wait for hours or days for support. This increases customer satisfaction, reputation and trust in the business brand.
AI virtual assistants in Call Centers always operate at their best, not limited by time or holidays. This helps the customer care center to be ready to solve customer problems. In addition, with smart algorithms, AI can personalize each content for its calls. AI can flexibly convert from Text to Speech and vice versa.
Furthermore, AI can also enhance analytics and provide business leaders with actionable insights. For example, using AI-powered analytics, businesses can analyze customer behavior to identify customers who are about to abandon their products or services and proactively contact them with personalized offers to retain them.
AI is superior but cannot replace humans!
As humans, we crave communication and empathy – something no AI can do.
While it is amazing what AI can do to improve the customer experience in the Contact Center, there are situations where AI cannot replace humans. The most obvious is the accurate representation of human emotions. For example, empathy and humor are two of the most powerful human traits. These two traits help call centers deal with the worst situations when customers are very angry. Only humans can understand the complex customer situations that involve emotions.
Qualtrics XM research in early 2023 showed that, in fact, between two actions that help delight customers: showing good empathy and reducing customer service wait times, showing empathy is twice as effective as reducing customer wait times.
Furthermore, many customers just like talking to people because at the end of the day, customers are all human, so we need communication that feels “alive” – a sense of connection between people.
AI doesn't always give the right answer.
As a machine, AI cannot avoid making mistakes, and AI cannot flexibly solve problems related to human emotions.
People are crazy about Artificial Intelligence technology, but it doesn't always work like it seems!
Talking about the popular ChatGPT, ChatGPT is capable of writing short stories, answering math problems, writing code, giving advice, etc. However, at the current stage, this AI chatbot still lacks critical thinking skills or the ability to make the right judgments. ChatGPT's data warehouse has only been updated to 2021, so it cannot answer all questions. The limitations of ChatGPT's perception of right and wrong based on the data it uses can cause this AI chatbot to give wrong answers or misinformation. OpenAI says that fixing this problem is difficult because there is no reliable enough data source for ChatGPT to learn from.
In the case of AI in the Contact Center system, humans are flexible, but AI systems cannot adjust. AI can only handle pre-programmed situations, for unexpected incidents, passive AI cannot "manage" like humans. Considering all the previous situations and experiences, it has been proven that AI is not correct in many cases.
In short, we still need people.
In short, if AI develops rapidly one day, it will develop as a superior function in Contact Centers. Certainly, AI development is not a replacement for humans because there are many complex tasks with emotions that will need human agents to solve!
If your business is looking for human-related support in the Contact Center system, please contact Bellsystem24 Vietnam - the No. 1 unit in Vietnam in Contact Center & BPO:
- Email: contact@bell24vietnam.vn
- Hotline: 1900 1739
