In hardly any other industry is artificial intelligence (AI) so overestimated and at the same time underestimated as in ours.

This means that expectations of AI's capabilities and impacts are often too high. At the same time, the actual, practical benefits that AI can offer, such as increasing efficiency, supporting employees, and improving customer experience, are frequently not adequately recognised or utilised.

But let's ask the AI itself!

❓Hey ChatGPT, how do you see the role of AI in the contact centre?

The use of Artificial Intelligence (AI) in call centres offers numerous advantages. Firstly, AI reduces waiting times, thereby improving customer satisfaction. It automates routine tasks and supports agents in real time with helpful suggestions, which increases efficiency. Furthermore, AI performs sentiment analysis to ensure the quality of interactions. Virtual agents and chatbots enable self-service options and ensure a seamless handover to human agents when necessary. The integration of technologies from IBM, Google and Microsoft also supports complete omnichannel quality assurance.

That was to be expected. Have you ever noticed that an AI like ChatGPT always finds a positive solution, unless you ask it about the disadvantages?

What are the disadvantages of AI in call centres?

Chat GPT: The use of AI in contact centres comes with several disadvantages. Firstly, the technical complexity of implementing and maintaining AI systems is high and can be associated with significant costs. Secondly, AI lacks human empathy and understanding of complex or emotional customer queries, which can affect customer loyalty. Thirdly, there are data protection concerns, as the handling of sensitive customer data by AI systems carries risks. Fourthly, the effectiveness of AI is highly dependent on the quality and quantity of available data. Finally, employees may be concerned that their jobs are at risk due to AI.

What does this tell us? Communicating with AI is something that needs to be learned, and communication is what our job is all about. Do we want to unleash this new – albeit actually relatively old – technology on our clients' clients?

We would like to take you on our journey into and with Artificial Intelligence. We will share with you which technologies we will be using and what ideas we have that ChatGPT and its ilk haven't even thought of yet. We will critically examine the topic from the perspective of our female customers in order to continue to realise successful projects.

However, one thing is already clear: nothing at all works in communication without humans.

#Artificial Intelligence #CallCentre #Effizienzsteigerung #ChatGPT #CustomerService #Innovation