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Balancing Technology and Human Resources

Posted: by: Chuck Ciarlo

Artificial Intelligence is not yet a reality. And if you saw Avengers: Age of Ultron, you know that may be a good thing. 

Sometimes we get the feeling that the machines are taking over. They have already assumed many jobs that used to require people, and complete them more quickly and efficiently. This is true in the contact center as well, and has been since interactive voice response began routing calls to available agents.  

But will they ever take over entirely? Will a contact center one day be comprised of a roomful of voice-activated machines taking calls, completing tasks and analyzing the data thereafter?

That this could happen is undeniable; the question is, should it happen? And the answer is no. 

Regardless of how sophisticated technology becomes, there should always be a human element in some forms of customer communication. The goal for contact centers will be to find the right workforce optimization balance between sophisticated technology and professionally trained agents. 

Anyone who has ever become trapped in a conversation with a virtual call recipient and their menu of pre-recorded options (press 1 if you are calling to place an order, press 2 if you would like to return a product, etc.) soon realizes that their business could be conducted more efficiently with a human being at the other end of the line. 

And while there are now younger adults who have never known a world without smartphones, ATMs and self check-outs at the grocery store, some tasks simply cannot be handled by an automated response. This is especially true if a customer is angry or disappointed – when that happens you want someone who will listen to the problem, empathize with your situation, apologize for your inconvenience and try to provide a solution. 

No matter how intriguing the idea of artificial intelligence (AI) agents may be, contact center technology that is not supported by living, breathing agents can never provide the same positive customer experience. 

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