Artificial Intelligence has gained traction in recent years but has also become one of the more controversial technologies. High levels of engagement and natural language processing abilities have led many to speculate that AI will replace humans in many industries and jobs, including contact centers. For those that work in contact centers, this, of course, can negatively impact job security and self worth. The reality is that humans are still needed in contact centers and consumers still show a preference in speaking with a live person when contacting a brand. But, AI technology can play an important role in contact center operations and can help drive productivity and efficiency of the individual and the contact center as a whole. The challenge for call center managers and supervisors is rolling out the newest technology and getting frontline teams onboard and enthusiastic for AI powered tools and resources.

AI Technology in Contact Centers

AI technology has seen adoption across almost all industries and the functionality and capabilities of machine learning models positions it appropriately within the contact center industry. Even with immense processing power and expanding data sets, AI based technology cannot solve most customer inquiries or problems nor deliver exceptional customer service but can play a valuable supportive and assistive role in contact centers:

Gatekeeping systems that collect initial caller information that can better prepare the agent for live interactions

Processing of simple requests and inquiries, such as change of address or business hours, can eliminate time consuming level 1 calls, freeing agents up for more complex requests and interactions

Collaborative and assistive tools that provide support and information agents need while on the call

Training, development and highly interactive role play calls

Analyzing and strategizing operations based on KPIs and other metrics

AI tools and technology are practical solutions that work with live agents and can provide real business benefits and efficiencies that drive performance, productivity and results from individuals and the entire team.

Getting the Team Onboard

The hype around AI technology centers mostly around software replacing humans in the jobs they do. This has been a dark cloud that hangs over the contact center industry as AI innovations evolve at a rapid pace. Even using AI based infrastructure in an assertive nature can cause tension and anxiety among the human team and must be rolled out with care:

Prepare teams with advance notice

Openly communicate with the team and individuals on the benefits of the technology

Encourage usage of tools by highlight features and benefits

Approach AI technology from a support and assistive perspective on a consistent basis

Continue making connections between live agents, customers and AI technology that can benefit the business

Fearing change is a natural human instinct but mass media inputs have affected attitudes and beliefs of AI technology. High level leadership skills and consistent effort within the workspace is the pathway to getting agents onboard and comfortable using new technology.

Leadership and Technology

Deploying new technologies, especially in contact centers, can be daunting for frontline teams and agent representatives but contact center leadership’s main agenda is maintaining high levels of performance while controlling and decreasing operational costs. Innovations in AI have created technologies that can help leadership fulfill that agenda but agent buy in may be a challenge. Monitoring and evaluating new technologies is a priority for contact center managers once rolled out and obtaining feedback directly from agents can help with the technology buy in. Managers can quickly identify potential challenges and opportunities with technology use through conversations with users and statistical output, making adjustments as needed. Consistent communication with teams and normalization of new technology will ease the ‘growing pains’ that many contact centers experience when new technology is rolled out.

It Starts With the Agent

Rapid adoption of AI technologies in the contact center industry does not invalidate the need for human representatives. Live agents play a critical role in effective and efficient contact center operations and will still be an integral part of operations in the long term. However, AI technology also plays a key role in contact centers but more in a support and assistive role. Plain language inputs and fast processing times make AI tools indispensable in the fast paced sphere of call centers. Agents who embrace AI technology can maximize opportunities, increase accuracy and raise efficiency by using AI powered tools and resources. The challenge remains in getting agents enthusiastic in new technologies that are labeled as threatening to job security. Changing attitudes and beliefs starts with leadership and a gradual shift in business culture. Agents are the backbone of any high performing contact center and approaching technology rollouts as collaborative can somewhat ‘ease the growing pains’ usually experienced when something new hits the landscape.