Call Center Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Artificial intelligence (AI) is one of the most popular topics in today’s call centers. Strategic discussions about its application to customer service, the risk of job interruptions, and ethical issues surrounding manual displacement are conducted in conference rooms around the world. Although artificial intelligence is still in its infancy in the ai call center, mainly in the discussion and planning stages, according to Hype Cycle, the exaggeration surrounding it has helped to exaggerate expectations, far beyond reality. Emerging technologies from Gartner.
Artificial intelligence is the latest buzzword, and technology companies and marketing companies are accepting and making their content and selling points a must. However, the call center industry is not immune to this embarrassing technology accumulation, it is expected to solve service problems and reduce labor costs by replacing agents. Through software or applications. By the end of the 1990s, online support was the preferred successor to call centers. Ten years ago, marketers used social media as a clear alternative to call centers. Ok, we are still here!
The end of the interpersonal interaction in the call center?
We do not buy hyperbolic sales ads from technology companies that anticipate the end of call center interaction. This is irresponsible remarks. We believe that R2D2 will not replace human agents in the short term.
Studies have shown that ordinary consumers are more willing to interact with on-site agents than with chat bots in ai call center. A recent study by Forrester found that 83% of consumers are more willing to talk to people if they offer a choice because human agents better understand their needs (78%) and can answer several questions at the same time. (57%) The first three questions consumers use to report on robots are that they can’t handle complex requests, offer personalized or personalized offers, or understand human emotions.
In other words, it is unrealistic to eliminate the potential impact of call center automation, especially when AI is combined with robotic process automation (RPA). We believe that call center agents will continue to provide key points of contact on the customer journey, and that the technology will ultimately be used to improve call center staff performance to provide more efficient and efficient services. And more effective. Value added.
Separating science fiction from facts: What is AI and RPA?
Let six people define AI and you might get six very different answers. Many of the ideas surrounding artificial intelligence, exaggeration and fear come from different perspectives, what it is and how it is applied to call centers.
To understand how AI and RPA work with human agents to improve service delivery, let’s first clarify what we mean by referring to the techniques used in the call center environment. Here’s what we think:
Artificial intelligence (AI) is the ability of a machine to mimic the way humans perceive things and make decisions and communicate in ai call center. Artificial intelligence is a judgment-based technology designed to think about and do what humans are going to do.
Robotic Process Automation (RPA) is software that mimics behavior. RPA is digitized using structured entries and is based on rules. RPA is about “doing” rather than “thinking.”
What is the automation of the robot process?
RPA can be “unattended” or “personalized,” depending on its purpose.
- Unattended RPA runs behind the scenes (machines) to perform sequential tasks; for example, automating a large amount of repetitive work “grunt”, how to process claims, payments and applications, or automatically integrating data into various systems, such as order processing And compliance systems.
- The secondary RPA resides on the agent desktop and is activated by specific events, actions, or commands in a particular workflow. For example, the secondary RPA can provide instructions to the context screen for the agent that processes the process with the client. You can immediately deploy or populate a customer’s profile and perform routine tasks for the agent, such as filling out forms, saving details, or tagging cases.
RPA consists of “stupid robots” that require a rule-based process and a set of instructions, after which they will perform the same task again and again in the same way, with consistency and precision.