Artificial Intelligence: Are we still needed at our workplace when technology can do our job?
Digital technologies now fundamentally redesigned our ways of
thinking, working, and our social culture and also made us more efficient and
productive in our jobs. The question is also arising whether we are still
needed at the workplace when technology can do the job for us. Have you ever
thought about this?
Recent days observations, the development of ChatBots and automated messaging which is already started changing the world of call centres & Customer service work process, these departments may be under risk of becoming outdated in this
world of artificial intelligence (AI). Call centres & Customer service
are the support line of all big organizations business, it's directly related
to businesses and customers.
All of these organizations are
trying to improve customer experience, and some of them
are exploring with Artificial Intelligence (AI) to identify common problems and sharing those
feedback to call centre agents to tackle this in priority as an improvement. As
per the study “Speech analytics” can be useful tools for
finding out the customer attitude whether irritated or pleases customers. So
trained and efficient human beings may not be fully replaced with AI in the
call center we are observing. AI can be used, help to increase agents efficiency
in the call center. Built on Speech analytics technology can assess the
emotional quality of customer calls and group conversations into similar
groups. Like support manager might identify problems as a new contribution
quickly by associating customer frustration with a particular subject. This
speech analytics can help human agents to identify and work on specific
language skills which can improve customer interactions. The
emotional analytics is slightly different, this type of speech analysis can help
to distinguish between the agent;s feelings during a call and how they are
perceived by the callers.
Now Chatbots Technology most remarkably has
reconditioned the aspect of customer service. Chatbots offers instant access to custom-made answers
at any given point in time, with a very cost-effective solution than
other customer service channels. All these skills have drawn
attention from various industries and businesses and started the use
of chatbots at the center of their business strategies. The only
agenda of any business is to maximize profits and simultaneously minimize
costs.
As per the study, automation will become gradually
predominant across the industries, it is judged that over 80% of customer
interactions will be managed without human involvement. This caused a serious concern on
employment, whether chatbots and artificial intelligence will make human agents
in a history. Both of this technology, artificial intelligence, chatbots may
work in tandem with human agents to improve efficiency and support the business
without replacing agents.
Technological advancements to
assist human performance, not for replacement of human
intervention. It help for better, faster-enhanced support
experience. Chatbots can serve as the first point of contact and help for any
customers, in different geographical locations, different time zones. It can
also help customers with both text and voice assistance. Chatbot can decrease
the latency between a customer’s inquiries and to give out a suitable in a timely response.
Human involve interaction for any
response takes hours or days. Chatbots helps to reduce that delay in responses,
appearing to be instantaneous. Also, as support to a human agent, chatbots can
be used to handle the initial query and interaction and gather
customer details with other information before passing it on to a customer care
executive. This reduces the waiting time, not just from the customer’s end but
gives more time to the customer care executive to be more productive
. Chatbots can be used for sharing the workload. It can
be used as a backup of agents. Chatbots are often programmed to
answer the basic routine question for customer service operation scenario.
Human intervention always acts as a faster mode of communication with the
customers, If any problem occurs. Millions of conversations equipped
in Chatbots which have simultaneously used across all the channels
of communication. Getting accurate data is never a simplified process,
chatbots applications are only as good as the data they influence since it
depends on algorithms and machine learning which in turn depends on
training data to train algorithms.
Chatbots are yet not equipped to
understand human emotions, however when there’s a need for emotional
intelligence or critical thinking to make quick decisions, human intervention
is always required. A customer calling for a medical insurance service company
to report about an urgent crisis cannot be effectively managed by chatbots.
Situations like these demand empathy, delicate handling which only a human can
do, machines can not. Humans having the emotional factor which machines can not
understand. So there is no way to replace chatbot in human places. These
technologies already proven effective enough to handle monotonous
and repetitive tasks only, however, they cannot provide a holistic customer
experience.
The ultimate aim of these
technologies ( AI/ chatbot ) is not to replace the human call center or
customer service agent but help to improve them and the overall customer
experience.
