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Study Finds Contact Center Agents Welcome AI Support

One might believe the current state of artificial intelligence is generating some anxiety for contact center workers across the globe. Early AI offered limited functionality, nowhere close to overcoming the skills of human employees. Thanks to advancements in computing power, data analytics, and machine learning, AI programming now offers comparable, or in some cases better, service to real agents.

However, a new study conducted by Norstat/Cirrus shows 94% of surveyed contact center agents feel artificial intelligence will support their role, not put it at risk. The results of this study prove agents are not only unphased by the introduction of AI, but seem to welcome it.

Although the majority of respondents in this survey feel AI will support their work, many still believe automated services (such as chatbots) are still unable to match the quality of humans. For instance, 65% of respondents stated automated systems are unable to offer more personalized service. Some 58% of respondents stated automated systems cannot offer the same level of empathy to customers.

Humans and automated systems are both assets to contact center operations, but for very different reasons. Human agents have the ability to connect with customers on an emotional level, and can handle highly complex, nuanced tasks. AI-based systems can provide quick, simple services at a much faster rate, while collecting valuable data to improve future interactions.

If contact center leaders intend to provide customers with the best possible experience, fusing human interaction with AI support is an absolute requirement for modern customer support.

Edited by Maurice Nagle