Using AI To Replace And Augment Call Center Workers
CX Today, Monday, July 3,2023
As companies adjust to compressed margins from higher labor costs, labor shortages and increasingly complex relationships with labor they are turning to artificial intelligence and automation. Call center workers will slowly be replaced by artificial intelligence. In the near term, AI will drive call center wages lower and reduce the number of employees needed. Long term, call centers will be reserved for luxury brands and high value customers.
Recent studies have shown that employees are more productive while working alongside AI.
They have also shown that AI in call centers bring sub-par workers up to an average or above average level of customer service.
Call centers can begin taking advantage of these technologies today.
Over the coming years we will see AI model fusion. The seamless handoff between large language models like ChatGPT, advanced text to speech, and speech to text algorithms working together to carry on conversations.