In a recent discussion about the future of customer service, the focus was on what happens after successfully implementing AI for customer interactions. While AI can handle a significant portion of tasks, the role of humans remains crucial. With AI automating 85 percent of customer service, humans will focus on building relationships and managing exceptions that AI can’t handle. They will be responsible for overseeing processes and ensuring they align with business goals. As the landscape shifts, companies should prioritize skills over traditional job roles to prepare for this change. It’s a big transformation, but with time and the right approach, organizations can adapt and thrive.
In a world where customer service is increasingly powered by artificial intelligence, many are pondering a vital question: What happens when we succeed with these technologies? This discussion builds on insights shared in last month’s column, where we explored the essentials for automating customer service interactions. Today, we delve into the future of customer support and the evolving roles of humans in this landscape.
Imagine a scenario where generative AI manages 85% of all customer service queries. Customers might even have their own AI agents taking care of issues on their behalf. With seamless operations and real-time analytics in place, what’s left for humans to do?
First and foremost, humans will focus on building relationships. While AI can handle routine tasks efficiently, the human touch is irreplaceable in creating deeper, more meaningful connections. By utilizing real-time data, brands can pinpoint moments that call for human interaction, enhancing their customer engagement strategies.
Next, humans will play a crucial role in managing exceptions. Although AI is good, it may still struggle with unique problems it hasn’t encountered before. Skilled human specialists will be essential, ready to tackle these odd scenarios and ensure smooth operations. They will also provide necessary approvals for complex situations, allowing AI to learn from these human interventions.
Additionally, managing processes will remain a human responsibility. As AI takes over contact center functions, there will still be a need for experts to define processes and evolving business goals. These individuals will transition from traditional roles to overseeing AI operations, ensuring that everything runs smoothly and aligns with business strategies.
If all this sounds like a significant shift, you’re not alone in thinking so. Today’s hiring practices might not reflect this future, but it’s crucial to begin preparing now. Instead of focusing solely on specific job roles, businesses should emphasize skills. Many current employees may possess the necessary skills or be trained to adapt to these new demands.
The future of customer service is not just about technology; it’s about creating a balanced partnership between AI and humans. Companies should aim for continuous improvement in their customer service strategies to embrace this change. As we move forward, let’s invest in our workforce and ensure they’re ready for the exciting journey ahead.
Christina McAllister, a senior analyst at Forrester Research, specializes in customer service technology and operations.
Who Are the Agents of Tomorrow? FAQ
What does “Agents of Tomorrow” mean?
The term “Agents of Tomorrow” refers to people who are ready to adapt and lead in a rapidly changing world. These are thinkers and doers who embrace new ideas and technologies.
Why is it important to be an Agent of Tomorrow?
Being an Agent of Tomorrow is important because it helps individuals and organizations stay relevant. As technology and society change fast, these agents find ways to thrive and innovate.
How can I become an Agent of Tomorrow?
To become an Agent of Tomorrow, start by being open to new experiences and ideas. Learn continuously, embrace change, and surround yourself with innovative thinkers. Developing skills in technology and critical thinking is also key.
Who benefits from the Agents of Tomorrow?
Everyone benefits from the Agents of Tomorrow. Businesses become more successful, communities grow stronger, and individuals find better opportunities. Their vision helps drive progress in many areas of life.
What skills do Agents of Tomorrow need?
Agents of Tomorrow need skills like creativity, adaptability, and strong communication. They should also be tech-savvy and willing to learn. Emotional intelligence and problem-solving skills are equally important for success.