Will AI Replace Call Centers and Customer Service Operations?

Technology advancements disrupt the ways we live, create value, and work. Naturally, with the acceleration of artificial intelligence development during the last couple of years, some people may think that call centers and customer service in general could be replaced by AI. But is that actually true?

In this entry we will discuss AI’s impact in transforming call centers and service operations and what this may mean for the industry.

Emergence of AI in Customer Service

Customer service is a complex and nuanced industry. A customer may have multiple problems that need to be addressed, sometimes in the same call. However, many customers have the same issues, so identifying patterns allows AI to effectively handle a wide range of tasks, allowing customer service teams to do their best work.

Contact centers used to hire many employees to handle routine, repetitive tasks. With AI, this is no longer the case. Users are looking for solutions that help them move on to the rest of their day with the least effort. AI, being completely automated, allows them to get the answers they need faster without talking to a human agent. 

Customers get the answers they need in minutes, without hold times, and human agents get to focus on nuanced and complex tasks rather than repetitive, time-consuming processes.

What AI Tools are Transforming Call Centers?

The list of tools that are disrupting call centers is constantly growing. However, there are a few tools that stand out, such as: 

• Chatbots: Chatbots do not use AI, but they are commonly used to allow customers to solve their most basic problems.. 
• IVAs: Intelligent virtual agents are a much more advanced technology that can combine machine learning, conversational AI, and other AI applications to help customers get the answers they need.
• AI CRMs: CRMs are helpful for call centers in understanding user journeys better. AI CRMs provide an additional layer of efficiency by predicting behavior, helping those who use them better understand signal efficiency.
• Dashboards: Intelligent dashboards that incorporate AI technologies to make sense of large data sets are also tools that transform call centers by improving their understanding of customers, reducing cognitive loads, and streamlining processes.

Will AI Replace Call Centers and Human Agents?

Some contact center operators fear becoming obsolete with AI. However, as we have seen with other technological advancements, AI is not a technology that can completely replace human agents. 

While multiple repetitive tasks can and should be performed by more efficient machines, delicate and complicated conversations require human interaction and understanding. At the same time, even the best AI tools require supervision from a team that understands customers, the product or service, and the objectives for each type of interaction. 

Will AI replace human agents? No. However, it will undoubtedly reshape how the industry operates and the role of everyone involved. 

Reasons Why AI Won’t Replace Call Centers

Sci-fi shows us future scenarios where humans are entirely out of touch with their reality as machines take over many of our daily tasks. That’s not a likely scenario. 

Below, we will discuss some of the reasons why AI will not replace human agents at call centers but rather serve as a tool to augment our skills. 

AI is Meant to Support Humans, Not Replace Them

Whenever developers think of AI applications for call centers, they focus on streamlining redundant or repetitive processes to more efficient machines. In other words, thinking of AI as a replacement for human interaction is like thinking we can automate our human nature to machines without emotional capacities such as empathy and kindness. 

Call centers have a singular objective: to help customers. If AI can become a tool that accelerates that service, the chances of it being incorporated into the industry are quite high. If, however, brands are interested in providing high-quality service for their customers, which is almost always the case, there is no replacement for seasoned professionals who can handle a wide range of scenarios and stressful situations. 

AI augments the abilities of the call center workforce. It changes their work from repetition to meaningful interactions, forcing the industry to reconsider what it means to serve consumers and what can be automated vs. what needs human interaction. 

Despite All the Progress, Human Supervision Will Remain Vital

Technology meets its purpose by enhancing human interactions and overall progress. That said, even the most sophisticated type of AI will require human supervision to ensure it operates in a way that meets our objectives. For call centers, this means that AI is not just a technology that takes care of repetitive tasks; it is also a tool that requires training, constant updates, and a human team behind it to ensure its success.

The scenario of a super-intelligent AI that thinks and operates by itself is only a science fiction narrative. Human interaction and supervision are vital.

Handling of Complex Queries and Situations

While AI can take on some repetitive tasks, the more complicated the query or situation, the more vital human interaction is. Customer service requires not just an understanding of processes and problems but also the capability to empathize with customers in multiple emotional states and situations. 

Given AI’s nature as a highly effective tool without emotional intelligence, human interactions become more relevant than ever. The result is that the call center workforce may shift its priorities from volume to handling many complicated scenarios instead. 

AI Can’t Quite Replicate Human Emotions and Intuition

As we have previously mentioned, AI can’t feel or intuitively sense what a particular situation may require. Humans are complex creatures. Sometimes, we say things we don’t mean or express problems that are symptomatic rather than actually a problem. Only a human agent with the capacity to connect with their customers in a caring and efficient manner can build rapport and successfully solve situations where emotions are running high. 

Customer Preference for Human Agents

While many customers are used to interacting with multiple AI tools daily, many others still prefer access to a human agent. Whether the reason for distrusting tech comes from previous experiences or just simply due to a technological proficiency gap, having human agents in place who are knowledgeable about the product or service and provide helpful answers is vital. 

Will it be AI or Human Agents? The Answer is Both

Improving customer service and experience requires contact centers to push their limits in terms of technology and service KPIs. On the one hand, they must have a system that allows users to solve problems quickly on their own (AI) while also maintaining a helpful level of service that can attend to a wide variety of scenarios that require empathy and intuition.

Human agents can use AI to support their daily work by incorporating sentiment analysis, data insights, better traceability of customer touchpoints, etc., while maintaining the qualities of service of a trained human agent.

AI is a tool that helps contact centers become more efficient, not a tool that is there to eliminate the need for high-quality service.

Learn How AI Can Transform Call Centers With Mosaicx 

Our AI solutions are designed to help call centers automating routine tasks and improve productivity, efficiency and profitability. With decades of experience, we know exactly how to seamlessly integrate with all call center systems and teams, delivering personalized, efficient customer service..

Talk to one of our specialists and transform your customer service operations today.