In the dynamic sphere of digital transformation, Artificial Intelligence (AI), has transitioned from being a high-tech buzzword to a critical business tool.
This is especially notable in customer service, where it’s reshaping the hiring landscape and redefining call routing within contact centers.
A leading example of this transformation is OpenQuestion, a Conversational IVR (Interactive Voice Response) solution from Teneo.ai, designed to enhance customer experience with intelligent routing capabilities.
The advent of AI has sparked crucial discussions about its potential impact on jobs within contact centers.
Despite apprehensions, Artificial Intelligence isn’t displacing jobs; instead, it’s modifying recruitment patterns in this sector.
Insights from the upcoming Metrigy’s “CX Optimization 2023-24” study validate this trend. The study suggests that enterprises not utilizing AI for customer interactions are projected to hire approximately 2.4 times more agents in 2023 than their AI-embracing counterparts.
Companies are growing. Alongside this growth, there’s a rising demand for strong customer service capabilities. The launch of new products, services, and clients calls for a similar rise in customer service representatives. Yet, this ‘proportional’ increase is quickly changing. We’re in the era of AI and intelligent routing, after all.
AI’s influence on hiring is clear: businesses integrating AI are expected to recruit an extra 39 agents on average in 2023, compared to a surge of 91 new hires anticipated by companies avoiding AI.
These figures underscore AI’s profound influence on recruitment norms within contact centers.
It’s crucial to note what these numbers don’t suggest. They don’t imply job cuts due to Artificial Intelligence. Rather, they depict how AI is transforming the recruitment landscape. AI is a powerful tool. It fine-tunes and simplifies customer service operations. This allows businesses to uphold, and even improve, their customer service standards. At the same time, they can manage growth in a sustainable and cost-effective manner.
OpenQuestion demonstrate how Conversational Artificial Intelligence can be a boon rather than a bane. OpenQuestion, for instance, reduces call misrouting by 90% and integrates seamlessly with commonly used tech stacks.
It has not only led to considerable improvements in customer service for high-growth companies like Telefónica, HelloFresh, and Swisscom, but it also showcases the power of intelligent routing within the contact center industry.
In essence, the infusion of Artificial Intelligence in contact centers is a valuable opportunity. It empowers businesses to manage their expansion effectively, maintain superior customer service, and make astute, efficient recruitment decisions.
With a vision of a world without queues, without traditional IVR systems, and with instant service, AI solutions like OpenQuestion are indeed paving the way towards this future.
Hence, it’s time for organizations to embrace Conversational AI, Conversational IVR, and intelligent routing and leverage the myriad advantages these technologies bring to the table.