...[ AI ' S ] EMERGENCE AND GROWING INFLUENCE ARE BEING MET WITH VARYING DEGREES OF TRUST...
ARTIFICIAL INTELLIGENCE
BY ANDREAS OREBO WENZEL, JABRA
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO EVOLVE WITH, NOT FIGHT AGAINST AI
INVESTMENT IN SUPPORTING METHODS, TOOLS NEEDED.
New AI integrations and advancements seem to pop up by the day across industries. However, its emergence and growing influence are being met with varying degrees of trust by both organizations and consumers: especially within contact centers.
Gartner predicts that by 2026, Conversational AI chatbots in contact centers will reduce customer service labor costs by $ 80 billion. This significant reduction is expected as Conversational AI solutions become more prevalent and capable of automating up to 10 % of agent interactions: a substantial increase from the current 1.6 %.
46 CONTACT CENTER PIPELINE
These tools can bring both time and cost savings, especially when it comes to smaller, routine tasks. The challenge left for contact center managers, however, is how to keep up while AI continues to evolve.
But the present state of AI is far from perfect. Common issues like unreliable intelligent virtual assistant( IVA) performance demonstrate that the technology still needs oversight in ensuring successful customer engagement.
In fact, according to Zendesk, 60 % of customers report frequent disappointment with chatbots, indicating that the technology still has room to grow. While strong demand for AI integrations means that these are likely short-term problems, it leaves contact centers struggling to manage the gap in the interim.
The question, therefore, remains: how can contact centers evolve alongside the AI revolution rather than fight against it?
...[ AI ' S ] EMERGENCE AND GROWING INFLUENCE ARE BEING MET WITH VARYING DEGREES OF TRUST...