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 call centers. As AI develops, the essential role of people as pillars of quality in customer relationships becomes more evident.
The relationship between AI and humans
The Customer Experience sector was one of the first to adopt this technology in daily operations. However, the goal of implementation was never to replace professionals but to optimize processes and improve the consumer journey. The focus, primarily, was on repetitive tasks that could be easily automated. “The collections sector, for example, deals with massive volumes of interactions, where small efficiency gains generate major impacts. Simple actions, like filling in data in systems, free up agents to listen to and understand the customer,” explains CEO from Total IP, Carlos Henrique Mencaci.
The pandemic accelerated this process. Drastic changes in habits led to a 48% increase in support channel activities, according to a Google survey, covering telephone, chat, email, social media, and SMS. To keep up with this demand, it was necessary to invest in new solutions, also bringing significant financial benefits, such as reducing operational costs by up to 30%.
Today, the value of AI goes beyond customer service. The tool allows for massive data analysis, generating insights that are valuable. In addition to contact histories and purchase records, companies can access personal information, such as location, age, gender, and even the emotional tone in messages or calls.
Systems capable of capturing emotions and behavioral patterns, like Speech Analytics, are indispensable. The challenge has always been to cross-reference this information effectively to develop strategies. Now, it’s possible to anticipate needs and offer solutions. “This ability to predict behaviors transforms the individual’s journey, making it more fluid and personalized,” adds Mencaci.
Humans and AI: An Essential Partnership
According to a Gartner study, 64% of consumers preferred speaking with an operator, and 53% would consider switching providers if this option were unavailable. Skills like empathy and communication remain irreplaceable. “Balancing these two worlds elevates customer satisfaction. That’s the great differentiator,” highlights the expert.
