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 thecall centers. As AI develops, the essential role of people as pillars of quality in relationships 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 operations. However, the goal of the 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 collection sector, for example, handles huge volumes of interactions, where small efficiency gains generate significant impacts. Simple actions, such as data entry into systems, free up agents to listen to and understand the customer," explains theCEOfrom Total IP, Carlos Henrique Mencaci.
The pandemic accelerated this process. Drastic changes in habits led to a 48% increase in support channel movements, according to a Google survey, covering phone,chat, e-mail, social networks and SMS. To meet 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, generatinginsightsvaluable. 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 asSpeech Analyticsare indispensable. The challenge has always been to cross these pieces of 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," complements 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 providers if this was not available. Skills such as empathy and communication are still irreplaceable. "Balancing both worlds enhances audience satisfaction. This is the great diferencial," highlights the specialist.
