The integration between customer service solutions and Artificial Intelligence (AI) is a constantly advancing trend. 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 relations becomes more evident.
The relationship between AI and humans
The Customer Experience sector was one of the first to adopt this technology in its daily operations. However, the goal of implementation was never to replace professionals, but to optimize processes and improve the customer journey. The focus was mainly on repetitive tasks that could be easily automated. “The collections sector, for example, deals with enormous volumes of interactions, where small efficiency gains generate large impacts. Simple actions, such as filling in data in systems, free up agents to listen to and understand the customer,” explains CEO of Total IP.
The pandemic accelerated this process. Drastic changes in habits led to a 48% increase in interactions across support channels, according to a Google survey, encompassing phone, 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 a reduction in operational costs of up to 30%.
Today, the value of AI goes beyond customer service. The tool allows for massive data analysis, generating insights . 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 feelings and behavioral patterns, such as Speech Analytics , are indispensable. The challenge has always been to effectively cross-reference this information 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 survey, 64% of consumers preferred speaking with an operator, and 53% would consider switching providers if this wasn't available. Skills like empathy and communication remain irreplaceable. "Balancing these two worlds increases customer satisfaction. That's the key differentiator," emphasizes the expert.
