Illustrative image. iLexx/iStock A common misconception is that AI will replace human agents in call centers. While AI excels at performing repetitive tasks quickly and accurately, it lacks the emotions, empathy, and nuanced decision-making that human agents provide. Instead of viewing AI and human labor as replacements, it’s more effective to see AI as an enabler for human roles, enhancing customer service. Over 80 percent of consumers prefer speaking to a human for complex or sensitive issues. AI-driven tools can handle tasks like data entry and account creation, freeing employees to engage in more meaningful interactions that require understanding and empathy. However, it’s essential to recognize that many customers still value one-on-one interactions with human agents. Real-world examples of hybrid AI-enhanced call centers AT&T’s “Chat-to-Agent” System : AT&T employs […]
Original web page at interestingengineering.com
