Originally posted on October 2, 2023 | By Phillip Britt
Contact centers have been looking at artificial intelligence the wrong way for years, if not decades. They’ve long believed that if they just moved customer service functions to automation, they could solve their contact center staffing woes, save costs, and improve customer outcomes. They’ve long expected technology to provide all of the answers that customers might want while at the same time reducing their need for expensive contact center agents.
Turns out, though, that automation alone can only handle a small set of simple tasks, like changing passwords, checking balances, or tracking shipments, and there are enough more complicated customer issues that still require a full complement of contact center agents.
Companies can get the best of both worlds by following the latest trend—blending all three forms of AI—attended, assisted, and fully automated—in a way that ultimately streamlines workflows and positions automation as a real-time copilot for agents.
Read the full article here.