The integration between customer service solutions and Artificial Intelligence (AI) is a trend with constant advancement.However, this does not mean the disappearance of human presence in the call centersas AI develops, the more evident becomes the essential role of people as pillars of quality in the relationship with the public.
The relationship between AI and humans
The Customer Experience sector was one of the first to adopt this technology on a daily basis. However, the goal of the implementation was never to replace professionals, but to optimize processes and improve the consumer journey. The focus, mainly, was on repetitive tasks, easily automated. “O the collection sector, for example, deals with gigantic volumes of interactions, where small efficiency gains generate large impacts. Simple actions, such as filling data into systems, free up agents to listen and understand the customer”, explains the CEO total IP, Carlos Henrique Mencaci.
Drastic changes in habits led to an increase of 48% in movements in support channels, according to a Google survey, covering telephone, and chat, e-mail, social networks and SMS. To keep up with this demand, it was necessary to invest in new solutions, also bringing significant financial benefits, such as reducing operating costs by up to 30%.
Today, the value of AI goes beyond customer service.The tool allows massive data analysis, generating actionable insights, valuable.In addition to contact histories and purchase records, companies can access personal information such as location, age, gender, and even emotional tone in messages or calls.
Systems capable of capturing feelings and behavioral patterns, such as the Speech Analytics, they are indispensable. The challenge has always been to cross this information effectively to elaborate strategies. Now, it is possible to anticipate needs and offer solutions. “This ability to predict behaviors transforms the individual's journey, making it more fluid and personalized”, Mencaci adds.
Humans and AI: an essential partnership
According to a Gartner survey, 64% of consumers preferred to talk to an operator and 53% would consider switching suppliers if this was not made available. Skills such as empathy and communication are still irreplaceable. “Balibrating the two worlds raises public satisfaction.
