Artificial Intelligence (AI) is rapidly transforming many industries, and one of the main beneficiaries of these innovations is the world of contact center. However, as generative and conversational AI continues to evolve, it is important to understand that its fullest potential is only realized when it is integrated as partners of human agentsnot as a substitute. The key is to create an effective synergy between human skills and technological capabilities to offer a more efficient, empathetic and personalized customer service.
The role of AI: support and not replacement
The experts agree that the main role of AI, especially in contact centers, should not be to replace human agents, but to enhance their capabilities. In this way, AI technologies can reduce response times for standard and repetitive requests, allowing agents to focus on more complex interactions and emotionally sensitive. In industries such as healthcare, AI has already proven its usefulness by managing frequent requests around the clock, improving customer satisfaction without sacrificing the human element.
AI as a productivity booster, there is a limit
AI integration has been shown to increase productivity, especially for less experienced agents, with a average increase of 14% and peaks of 35%. However, for higher-skilled workers, the effects may be minimal or even negative. This highlights how fundamental one is targeted implementation of AIwhich takes into account the different skills within the team. Furthermore, the risk of aexcessive dependence from technology and the implications related to data privacy and employment.
The need for a hybrid approach
Despite progress, AI still struggles to manage emotional nuances that only humans can grasp. Consequently, a hybrid approach, which combines technology and human skillsseems to be the best future for contact centers. By using AI to automate repetitive tasks and entrusting the most delicate interactions to human agents, a perfect balance can be achieved between efficiency and quality of the service.
Scalability of the implementation
To ensure the success of an AI integration, companies must proceed step by step, starting pilot projects and monitoring results consistently. It is essential that AI is seen as a tool for enhance human capabilities, maintaining a constant focus on data qualitythe privacy and the easy access to human interaction when necessary.
Towards a hybrid and collaborative future
Josef NovakChief Innovation Officer di Spitchhighlighted how AI is already playing a crucial role in supporting contact center agents, but reiterated that the goal must remain to create reliable hybrid systems. Only in this way will it be possible to enhance human and technological potential, giving shape to a future in which AI and humans work better together.
Josef Novak – Chief Innovation Officer at Spitch
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Source: diarioinnovazione.it
