Contact centres using AI in harmony with humans

Contact centre organisations have been ahead of the curve in adopting automation into their business strategies, and are breaking new ground in the use of AI to improve customer service, according to NICE managing director ANZ Rod Lester.

Lester said rather than automating the roles of people across contact centres, successful organisations are automating processes to help enhance and streamline the role human agents play in the organisation.

“Many savvy contact centre managers have also realised the true benefit of leveraging AI in conjunction with automation capabilities, letting their human agents work in harmony with technology,” he said.

“By automating the simpler, time-consuming, repetitive tasks and leveraging AI to better support human agents, contact centre employees can focus on more time-sensitive tasks and better manage the customer experience.”

Lester said contact centre organisations recognise that human agents will always be crucial to their success, and will still be required to create and train AI. This demonstrates that contrary to fears of automation replacing jobs, leveraging AI and automation can instead create more employment opportunities.

“The need to manage and maintain a digital workforce alongside a human workforce means that higher-value roles will be created to ensure each side of the scale works as it should.”

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