Artificial intelligence (AI) is rapidly transforming the business landscape, creating new opportunities for improved business performance and productivity on the one hand, and worker engagement and satisfaction on the other. A dynamic shift is underway, and the results will be positive as long as businesses focus on using AI as a complementary partner for human workers rather than as a replacement. By harnessing AI responsibly, service delivery teams can help restore the human touch to customer service, which is exactly where it’s needed. Read on to learn how people and AI make good business partners in the call center environment. 

Better Productivity  

In the customer service industry, AI-powered chatbots handle routine inquiries which allows agents to devote more time to complex and emotionally nuanced tasks. This streamlined allocation of labor raises efficiency and productivity. 

In addition, AI tools can analyze past interactions and identify common issues, and which responses resolved those issues most effectively. By suggesting optimal solutions and providing relevant information to contact center agents in real-time, AI ensures faster, more accurate problem resolution.  

Better Decision-Making 

To improve customer experience (CX), AI can analyze consumer behavior patterns and predict future trends. This can help businesses tailor their CX strategies to better align with individual customers’ preferences and needs. In this way, AI-driven insights enable businesses to deliver higher satisfaction and improve brand loyalty amongst end customers.   

For example, an e-commerce company might use AI to analyze customer purchase and browsing histories, identify patterns, and recommend other products or provide helpful product information for consumers.

People-First Approach  

Adopt a people-first approach when integrating AI into workforce management operations will help businesses get the most from the new technology. Prioritizing employee well-being and development in parallel with generating more efficient processes will enable businesses to ensure that AI complements human workers rather than replaces them. 

Creating a supportive environment for employees must include continuous training and upskilling to ensure more effective human collaboration with AI tools. Providing regular feedback, wellness programs, and professional growth opportunities will help ensure a successful people-first approach. Leveraging AI is only half the challenge. For people and AI to make good business partners, the technology must be introduced into a culture that values employees. 

Case Study: AI in Customer Service 

A study by the National Bureau of Economic Research (NBER) highlights how generative AI transforms customer service. When integrated into customer service operations, AI assists agents by providing real-time suggestions and resources. This collaboration reduces average handling times, increases resolution rates, and boosts customer satisfaction. 

New agents, in particular, benefit from AI assistance. AI tools offer on-the-job training by guiding new agents through complex queries and providing instant feedback. This accelerates the learning curve, reduces training costs, and minimizes the impact of high turnover rates in the customer service industry. 

However, the study also notes that the effectiveness of AI diminishes with more experienced agents. While AI still improves performance metrics like average handling time and resolution rates, the gains are less pronounced compared to those seen in new agents.  

Balancing Technology and a Human Touch 

Despite AI’s advanced capabilities, it cannot fully replicate the human touch essential in many customer service interactions. Phone calls, in-person services, and even some chat support require empathy, creativity, and adaptability—qualities that are unique to humans. AI should be viewed as an enabler that enhances these human attributes rather than a replacement. 

The partnership between people and AI represents a powerful force driving business success. By combining the strengths of both, businesses can achieve higher productivity, better decision-making, and improved customer experiences. Adopting a people-first approach ensures that AI serves as a valuable ally, enhancing human potential and fostering a collaborative, innovative work environment. 

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