Artificial Intelligence and the Industrial Evolution
The future of work, agriculture, education, and even relationships are all areas facing change thanks to AI technology. David Edelman extols the benefits of AI in this post.
The digital explosion, accelerated by Covid, has not made life on the front lines of sales and customer service any easier. In fact, when customers are able to do more research on their own, salespeople face tougher unanswered questions, and more of an inquisition about competitive differences, granular product details, or use cases they’ve never considered. Service reps have to handle the calls of customers facing challenges they could not resolve online, likely meaning customers who are more frustrated or who have very complex situations, often demanding special treatment or deeper investigation. And if they cannot work in a call center setting, getting help from colleagues or managers is simply more challenging logistically.
No matter what prognosticators say about AI automating away jobs, there will always be a need for front line roles (even if fewer people can handle many more calls) and AI can supercharge them by augmenting the capabilities available at the rock face of customer interaction. Reps will be more effective, and as their efficiency in “handling the difficult” goes up, they will become more scalable. The business cases are getting powerful.
Key points include:
- The new powers of augmentation
- It’s a brand issue
- But the tools are not enough
Read the full article, AI to the Rescue, as Call Centers Struggle