The increased use of “artificial intelligence” (or AI) in conducting business functions has ushered in a new age of high-tech interaction for customers and general public matters. AI is being introduced to the everyday lives of modern people in new ways. Personal users are choosing AI for themselves, and employers will continue to mandate the use of AI to augment the roles of people.
Employers and managers are asking themselves, “Are we the right size to incorporate AI into our forward-facing communication with our audiences?” Frequently, this question is framed around customer service functions. Customer service functions, especially phone answering, can be supplemented with an efficient, productive, fast AI program to sort and satisfy callers.
Even in the event of a phone contact answered by AI, the caller sometimes has the need (or perceived need) to reach a person. When interacting with a quality CSR professional, the dialogue may be questions that are insightful, and callers speak responses to them rather than entering them digitally, fostering true communication. Callers may smile in their voice, responding to the customer service professional helping convert travel points to actual travel, or accomplish some other time-consuming task the customer has tried unsuccessfully to navigate online independently.
Businesses and other organizations will continue to evaluate the factors that impact the decision to incorporate an AI supported team for customer service. Some of the many factors are about the age old need to balance cost and return on investment, the bottom line. There is the need to decide what serves the audience the best. Employers will ask, “How will this decision reflect on the organization?”
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