Why AI cannot replace customer service agents in contact center

Artificial Intelligence (AI) has intertwined itself with our daily lives. Be it talking to chatbots or displaying ads about topics you have been talking to your friend, businesses have leveraged AI to its optimal potential. Contact centers are no exception. Contact center software solutions are using  AI to streamline calls and maximize agent productivity. However, there is no way AI can replace human agents in contact centers. Here are 4 reasons to say so.

  • Consumer preference: Chatbots in contact center software may answer FAQs. But would you like to talk to a chatbot? Most consumers don’t. To be precise, 83% of people would prefer a human agent to chatbots. Consumer demand is a dicey factor that businesses can’t neglect. So, if consumers are demanding human agents, there is no way businesses can fruitfully replace humans with contact center AI.
  • Lack of emotion and empathy: No matter how much AI in cloud contact center software may develop, it won’t provide the level of emotion and empathy as humans. Most consumers are dissatisfied with interacting with a robotic voice. Humans can bring emotions into a conversation that a contact center AI can never deliver.
  • Need for human intervention: AI has developed over years and is expected to evolve further. However, there is no contact center AI developed yet that can operate without human intervention. AI does not possess the capability of thinking. Moreover, humans are required to manage and fix glitches of a contact center AI. Even though AI is a reliable intelligent system to augment agent performance, it will still need an agent to run it.
  • Inability to solve every problem: AI is the best way to bring automation into business. With its intelligent AI algorithm, omnichannel contact center software can streamline business operations and aid its connectivity through different channels. However, its capability is limited to simpler tasks. AI can provide straightforward solutions to queries but the call centers need to rely on human agents for more detailed solutions.


AI integration in contact center software has indeed enhanced customer experience. It has also helped them to reduce operational costs. Automated call center software can utilize AI for functions such as call routing, call dialing, analytics, etc. AI has revolutionized business communication by augmenting several aspects of the business. However,  it cannot replace human agents. 

AI along with cloud integration has become X-factors for businesses to improve their inbound and outbound call experience. Cloud contact center software coupled with AI automation has overthrown traditional call centers. Indeed, there is no doubt that businesses with such solutions gain a competitive edge as well as high ROI.


Contact center AI has the power of cutting down waiting time through chatbots but it fails to provide solutions for complex problems that human agents can resolve. In a nutshell, omnichannel contact center software can boost agent productivity but cannot replace the agents. Therefore, you must always choose AI for your contact center without neglecting the importance of human agents.

HoduSoft provides contact center software solutions that help businesses to leverage advanced technology. It harnesses the advantages of AI to provide an unmatched customer service experience.

 

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