AI IMPLEMENTATION CHALLENGES
AI implementation does not come without challenges , however . Potential downsides to integrating AI into call center operations include :
• Job displacement . AI could potentially displace some contact center agents . Successful AI utilization would ultimately reduce churn and lead to tiering up existing agents .
• Data privacy concerns . AI relies on data , and data privacy leaders have expressed concern about this data ’ s use , protection and storage . Existing data management guidelines and easy to control guardrails may see added security , as threats of social engineering are neutralized .
• Algorithmic bias . Training models with less than optimal data can introduce bias into AI algorithms , which could lead to unfair customer treatment .
With appropriate human oversight , these potential roadblocks can be mitigated , and contact centers can benefit from AI ’ s opportunities to grow agent productivity .
THE AI COMPETENCY CENTER
An AI competency center is an internal team or department within an organization that builds expertise around the responsible and strategic application of AI technologies . It serves as a centralized internal body overseeing and enabling the safe , legal and strategically aligned incorporation of AI capabilities into processes .
Size and participation in the competency centers will vary . But within the call center they typically include senior operational leaders , experienced call center agents , software engineers , customer success / experience liaisons , legal counsel , and corporate IT as increased need for interoperability in the enterprise tech stack demands .
By establishing an AI competency center , contact centers can rely on AI to handle the bulk of frequently asked inquiries and route more complicated calls to human agents . While preserving oversight , development , training , and analysis of the system in the hands of competent , informed employees to ensure efficiency , efficacy , and compliance .
As organizations move toward the Contact Center as a Service ( CCaaS ) model , an AI competency center will facilitate the transition of companies integrating AI capabilities into the work ecosystem : by keeping employees actively involved and informed .
A well-designed competency center will establish a scalable governance model , actively manage and fine-tune the prompts and flows on which the virtual agents operate . It will also ensure that local and industrial mandates are being adhered to .
Rather than full automation intended to completely displace staff , sophisticated AI tools will assume more routine and repetitive tasks under the oversight of knowledgeable employees . This human-in-the-loop approach supports the automation of tedious processes and empowers capable teams to handle complex matters , ultimately optimizing workflows benefitting employees and customers .
BEST PRACTICES FOR USING AI TO IMPROVE CONTACT CENTER AGENT PRODUCTIVITY
For organizations ready to bolster agent productivity with AI , this list of best practices and operational prompts can be housed and disseminated by the AI competency center . These provide guardrails for call centers to leverage the technology responsibly and thoughtfully .
TRAIN YOUR AGENTS ON USING AI TOOLS EFFECTIVELY SO THEY FEEL SUPPORTED ...
AI COMPETENCY CENTER
• Start small . Don ' t try to implement AI across your entire contact center simultaneously . Start with a small pilot project and solicit and analyze feedback from participants to learn from your experience .
• Proactively provide information . Be transparent with your agents about how the call center will use AI — as well as its impact on their jobs — so everyone can manage their expectations .
• Provide education . Train your agents on using AI tools effectively so they feel supported ; offer support to clarify its role and contributions to their work .
• Track outcomes . Monitor your results closely and make adjustments as needed .
This framework charts a course for AI adoption that places equal emphasis on augmenting human capabilities and achieving business results to drive positive outcomes for customers and agents .
By leveraging AI ’ s capabilities to uncover insights and automate simple tasks , human contact center agents are empowered to focus on relationship-building , creative problem solving , and providing the kind of customized support today ' s customers demand .
Customer satisfaction will rise along with agent productivity . As the technology continues to develop and improve , AI implementation in contact centers will optimize processes and drive business success .
Nikola Mrkšić is the Co-founder and CEO of PolyAI . He graduated from the University of Cambridge with a Ph . D . in Machine Learning and Natural Language Processing . Nikola was named in the Forbes 30 under 30 in 2021 for his work with PolyAI .
FEBRUARY 2024 21