The evolution of artificial intelligence, automation, and data analytics is having a significant impact on virtually every company and every employee. However, contact center agents are experiencing the effects of digital transformation more than most.
Chatbots, virtual assistants, generative AI, and machine learning algorithms are reshaping the role of the contact center employee. On the one hand, these innovations are driving significant improvements in productivity and efficiency for teams. A study by AWS and Local Measure found companies, on average, see a 50% increase in productivity after implementing generative AI.
On the other hand, new challenges are emerging. Now customers can complete common tasks, like checking in on transactions, and can solve problems with automated tools, agents are dealing with more complex inquiries, requiring in-depth product knowledge and emotional intelligence.
Here’s what business leaders need to know about the impact of AI on contact center staff.
The AI Revolution and the Value of the Human Touch
On a broad scale, innovations in AI and automation not only help companies reduce operational costs, but ensure they can adhere to evolving customer requirements.
82% of customers say they want quicker responses from contact centers, and AI enables companies to deliver rapid 24/7 service at scale. AI solutions empower organizations to handle large volumes of routine inquiries and tasks, streamlining the delivery of service. They can also save teams time on everything from drafting emails to responding to frequently asked questions.
This means human employees have more time to focus on complex, value-driven interactions. The challenge for many companies is figuring out how to balance cutting-edge technology, with the importance of human interactions.
While AI and automation can strengthen customer experiences, improve workforce management with predictive analytics and forecasting, and improve operational efficiency, it’s not yet a replacement for agents. Human beings are still necessary to deliver the emotional intelligence and empathy required in many complex contact center interactions.
According to a PwC study, 75% of customers say they want to see more opportunities for human interactions in the future – not less. This means the key to success in the contact center of the future, is using AI s as a copilot to help agents build rapport, foster trust and loyalty, and deliver more effective service.
“We see a future where low value interactions are automated while higher value interactions that require EQ, in depth processes and consultation will be elevated to the AI’s co-pilot…the human agent” says Jonathan Barouch Local Measure CEO.
Using AI to Augment the Human Workforce
As the role of human employees in the contact center shifts away from repetitive, mundane tasks, towards a focus on more strategic, empathetic customer service, AI-driven tools can be a powerful resource. When used to enhance, rather than replace agents, AI solutions act as copilots that boost the efficiency, productivity, and performance of teams.
Some of the best ways AI can augment the human workforce include:
Scaling Customer Support Opportunities
Most contact center leaders are already familiar with one of the key ways AI and automation can scale customer support opportunities. Intelligent chatbots and virtual assistants offer an opportunity to deliver 24/7 service to customers, without the need for additional staff.
AI tools are excellent for managing basic inquiries, while automated systems can deal with processing orders, tracking information and more. However, beyond this, AI tools can also empower contact center agents to deliver engaging support to customers from a wider range of locations.
With real-time translations enhanced by generative AI, solutions like Local Measure’s Smart Translations instantly bridge language gaps for global contact centers. They enable team members to converse with customers in their preferred languages while allowing for the storage of transcriptions in multiple languages, to maintain robust compliance monitoring and quality assurance.
With AI solutions, agents don’t have to be proficient in multiple languages to excel in a global contact center, they simply need access to the right assistive technologies.
Personalizing and Streamlining Customer Interactions
By the time customers reach a human agent in today’s contact center, they’re looking for exceptional knowledge, empathy, and personalization. More than 70% of customers say they expect employees to know who they are and understand their needs. With automation tools, agents can rapidly leverage information about a customer from databases and previous conversations to personalize each interaction.
They can also tap into valuable data and suggestions to help them solve more complex problems at speed, without the need to dive into multiple different resources. What’s more, they can leverage generative AI tools to compose messages and responses to queries rapidly.
Tools like Local Measure’s Smart Composer automatically adjusts tone, grammar, and communication quality, to ensure customer experiences are consistent across channels. With direct guidance throughout every customer interaction, agents can deliver support quickly and efficiently.
What’s more, because they’re spending less time “looking up” information and bridging the gaps between data, they can focus on delivering a superior customer experience.
Optimizing Workflows and Operational Efficiency
Perhaps one of the biggest benefits of AI and automation in the contact center is that it can significantly improve team productivity. With intelligent tools, agents can automatically summarize call transcripts, and streamline form completion for faster data entry. This reduces the time staff members spend on repetitive post-conversation wrap-up tasks.
With the ability to automate common workflows, agents can focus more of their time and effort on value-added conversations, and move through calls faster, reducing the time customers spend waiting in queues. AI-powered tools can also significantly reduce the risk of errors in data entry, ensuring every interaction is handled with accuracy and precision.
AI tools can even be used to train and enhance agent performance over time. Virtual assistants and copilot tools embedded into workflow tools can provide staff with real-time feedback, insights into their performance, and suggestions for future interactions.
Plus, AI tools that can generate predictive insights from data can help businesses optimize scheduling and staffing strategies, ensuring they’re making the most of their human resources. This leads to a more efficient, informed, and productive workforce.
The Future of the Contact Center Agent
The role of the contact center agent has shifted. Today’s employees aren’t just handling repetitive tasks at scale. They’re dealing with customers searching for empathy, creativity, and expertise, after they’ve already interacted with automated tools and AI bots.
Fortunately, the right AI solutions can empower and augment agents, helping them to thrive in a more complex environment. Local Measure’s Engage platform, enhanced with a range of AI-driven tools, can help contact centers automate repetitive tasks and respond faster to customer queries without compromising on personalization.
With Engage’s AI-powered tools businesses can enhance and improve customer experience, while maintaining a crucial focus on human empathy, and support.
