Customer Service Agents Think AI Could Actually Help Them
Techstrong.ai, Thursday, July 18th, 2024
Customer service agents actually see a silver lining in AI, not just dark clouds. At least two new studies indicate agents believe generative AI will enhance their jobs and not eliminate them.
Nearly two-thirds of agents (65%) said they want to use real-time AI hints and suggestions, and 81% of those who use AI feel comfortable shifting an interaction from service to sales, according to Cresta, a provider of generative AI for contact centers.
Despite an apocalyptic storyline of AI eviscerating the industry, 91% of 1,000 agents polled said they are happy at work with AI-powered personalized coaching, compared to 57% of those with standard, randomized coaching.
They don't see an existential threat but rather a pathway to greater efficiency, a Cresta executive said.