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As AI continues to transform the landscape of contact centres, it brings with it both opportunities and challenges. One significant challenge is the mitigation of customer concerns surrounding the use of AI.
While AI promises to enhance and improve customer satisfaction, it also raises real concerns. The loss of human touch in customer interactions is at the forefront of these worries. For the successful integration of AI into contact centres, businesses must address where AI and humans can collaborate together to deliver superior customer experiences.
As part of our commitment to supporting contact centres, we have explored some of the top concerns of using AI to help combat these fears among customers.
60% of people are concerned that using AI will mean that it will become more difficult to reach a person*
Combining AI with human assistance, to retain the personal touch should make a real and positive difference in customer service. Service and support leaders must demonstrate how AI can enhance and streamline the service experience, and not make it more difficult for customers.
Refined and tailored AI solutions featuring modern AI sentiment analysis work in the interest of the customer. A defining feature of agents is their ability to express empathy towards customers. When understanding and managing complex emotions, individuals can predict and interpret the behaviour of others based on their mental states, facilitating appropriate communication and cooperation.
AI can swiftly access and process vast amounts of data, identifying relevant patterns and predicting optimal solutions far quicker than human agents. This reduces delays and inefficiencies by retrieving and collating crucial information instantly, making it readily available to agents. As a result, AI support allows agents to concentrate on applying nuanced judgement, a distinctively human skill, whilst also considering the urgency of each situation, the customer’s comfort level, and other important variables.
42% of people are concerned that AI will provide the wrong answers*
A trained AI tool can rapidly utilise available information to direct calls to the most qualified agents for specific customer types and queries, including vulnerable customers, ensuring they are instantly connected to the best agent to answer their questions fully and correctly.
34% of people are concerned that their data will be less secure*
There is a strict requirement for compliance with security and GDPR within the industry. This should be considered a primary part of every project. An AI tool should be trained to handle standard inquiries and address more complex GDPR checking for early escalation to specialist agents. Clear communication with customers is also important, about what data is being collected, how it will be used, and who will have access to it. Making AI decision-making processes transparent and understandable to customers is key. Transparency in data practices builds trust, and at no point should GDPR ever be a risk factor or concern.
Our experience
Utilising a deep understanding of both business and user requirements, Ardanis has helped businesses for over a decade to increase operational efficiencies by reducing lifecycles from hours to seconds. Contact centres today are at the forefront of innovation, leading the way in embracing new technologies. When used in the right way, these technologies can significantly enhance the level of service provided to customers at reduced time and effort.
To find out about our services visit: https://ardanis.com/services
*Sourced from Gartner Survey 2024.