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 incall centers. As AI develops, the essential role of people as pillars of quality in the relationship with the public becomes more evident
The relationship between AI and humans
The Customer Experience sector was one of the first to adopt this technology in daily life. However, the goal of the implementation was never to replace the professionals, but optimize processes and improve the consumer journey. The focus, mainly, was in repetitive tasks, easily automated. "The collection sector", for example, deals with gigantic volumes of interactions, where small efficiency gains create large impacts. Simple actions, as data entry in systems, "they allow agents to listen to and understand the customer", explain theCEOfrom Total IP, Carlos Henrique Mencaci
The pandemic accelerated this process. Drastic changes in habits led to a 48% increase in transactions in support channels, according to a survey by Google, covering phone, chat, e-mail, social networks and SMS. To meet this demand, it was necessary to invest in new solutions, bringing significant financial benefits as well, how to reduce operational costs by up to 30%
Today, the value of AI goes beyond customer service. The tool allows for massive data analysis, generatinginsightsvaluable. In addition to contact histories and purchase records, companies can access personal information, as location, age, gender and even the emotional tone in messages or calls
Systems capable of capturing feelings and behavioral patterns, as theSpeech Analytics, are indispensable. The challenge has always been to cross this information effectively to develop 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, complement Mencaci
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 available. Skills such as empathy and communication are still irreplaceable. Balancing the two worlds enhances audience satisfaction. "This is the great differentiator", highlights the specialist
