GoResponse Telephone Answering Service Staff

AI to benefit call centre workplaces

Artificial intelligenceOver the coming years, there is very little doubt that artificial intelligence (AI) will make its way into workplaces across the world, transforming these environments significantly. However, whilst some call centre agents might be worried about the prospect of AIs taking over their jobs, the reality is that people’s roles will actually be augmented by these intelligent technologies. Both productivity and customer services quality will likely increase as a result.

One expert in AI, world chess champion Garry Kasparov, explained that robots have been helping humans conduct physical work for decades, so no one should panic about it now moving into cognitive roles. Meanwhile, technology philosopher Tom Chatfield said that the power of AI is to “augment the performance of workers” rather than steal their jobs.

Some people in the telephone answering services industry are concerned that chatbots and self-service will reduce the number of job prospects. However, the Dimension Data Global Contact Centre Benchmarking Report suggest otherwise. This publication has monitored the call centre industry for nearly two decades. Findings indicate that although digital interactions are expected to outnumber contact centre telephone conversations by the end of 2016, employment levels are unlikely to drop as a direct result.

In many circumstances, utilising AI technologies can help agents during calls by pulling up relevant data, and it can also reduce inbound traffic by enabling consumers to help themselves. AI is here to stay, and it will become an integrated part of everyday business. However, it should not cause employment levels to suffer.

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