Will AI Replace Customer Service Reps?
Search Customer Experience, Thursday, April 18th, 2024
AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.
AI has already affected the number of customer service and sales agents needed in a contact center. Yet it won't replace the need for the human interaction they deliver.
AI will continue to have a profound role in boosting agent efficiency and improving overall CX. It was also a major topic at this year's Enterprise Connect conference in Orlando, Fla., where Metrigy hosted a panel of experts titled, "Job Shifting: When and How is AI Eliminating & Adding CX Positions." The panelists generally agreed that AI will help agents become more efficient and effective.