In the latest column, the discussion focuses on the future of customer service as artificial intelligence takes on a significant role. With AI handling about 85% of customer interactions, the question arises: what will humans do? The answer lies in building relationships, managing exceptions, and overseeing processes. While AI efficiently manages routine issues, humans will engage with customers on a deeper level, address unique problems, and ensure that operations align with business goals. This shift necessitates a change in hiring strategies, emphasizing skills over traditional job titles. Preparing for this technological evolution will ensure that businesses can harness AI’s potential while maintaining valuable human touchpoints.
In recent discussions about automating customer service, many people are curious about what happens when we succeed in integrating artificial intelligence. A lot of businesses are not looking to completely replace human workers with machines; instead, they want to understand what roles humans will play once AI takes over most interactions.
Imagine a scenario where generative AI is managing 85 percent of your customer service needs. Customers even have their AI agents addressing issues for them, while real-time analytics keep track of what customers want. Everything seems to be running smoothly. So, what will human employees be doing in this tech-driven environment?
One key role for humans will be building relationships. With AI handling ordinary inquiries, businesses can focus on engaging their customers more deeply. This could mean identifying critical moments where human interaction is valuable and proactively reaching out to customers to enhance their experience.
Another important task will be managing exceptions. Even the best AI will encounter unique problems it hasn’t faced before. Humans will need to step in to tackle these issues and provide approvals in complex situations, using their knowledge and expertise to solve problems that arise.
Lastly, humans will play a crucial role in managing processes. While AI can work independently, professionals will be needed to define processes and goals, ensuring that the system adapts as business needs change. They’ll act as overseers, ensuring everything runs like a well-oiled machine.
If this concept feels overwhelming, you’re not alone. Many businesses aren’t structured for these roles today, but it’s time to rethink hiring. Instead of focusing solely on specific jobs, companies should consider hiring people based on their skills and potential. While it might take some time to develop the right talent, preparing now will ensure you’re ready when AI takes a bigger role in your contact center.
Christina McAllister, a senior analyst at Forrester Research, emphasizes the importance of adapting to this shift in customer service and contact center technology.
Tags: AI in Customer Service, Future of Work, Customer Engagement, Process Management, Automation Trends
Who Are the Agents of Tomorrow?
FAQ Section
What is the concept of ‘Agents of Tomorrow’?
The Agents of Tomorrow refers to a group of forward-thinking individuals or organizations that are adapting to change and using innovative approaches to solve modern problems. They are focused on progress and are often involved in technology, sustainability, and social impact.
Why is it important to identify the Agents of Tomorrow?
Identifying the Agents of Tomorrow is important because they drive change and inspire others. By recognizing these leaders, we can learn from their strategies and encourage a culture of innovation that benefits everyone.
Who can be considered an Agent of Tomorrow?
Anyone who is making a positive impact in their community or field can be considered an Agent of Tomorrow. This could include entrepreneurs, activists, educators, and even everyday people who are committed to making a difference.
How can I become an Agent of Tomorrow?
To become an Agent of Tomorrow, focus on learning and adapting. Engage with your community, stay informed about trends, and be open to new ideas. Take action on issues that matter to you, and inspire others by sharing your journey.
What are some examples of work done by Agents of Tomorrow?
Agents of Tomorrow often work on projects related to technology, like creating apps for social good, promoting sustainability through green initiatives, or developing educational programs that help others grow. Their work typically addresses current issues and aims for a better future.