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Listen to almost anyone talk about artificial intelligence (AI), and you’ll likely hear one or two — or 50 — cries of fear that “AI is taking our jobs!” While it’s true that AI is changing how we all work, it has the potential to change it for the better. In most cases, and especially in the contact center, AI isn’t replacing employees; it’s enhancing their abilities.
The AI revolution is transforming contact center roles — making them more engaging, robust and satisfying.
The addition of AI means that simple, rote tasks can be automated to chatbots and voicebots. At the same time, human agents continue to handle the more fulfilling work of orchestrating personalized customer experiences and meeting their customers’ ever-growing expectations.
This future of work is one in which employees and AI tools work in tandem to create exceptional experiences.
AI isn’t going anywhere. In fact, it’s only becoming more prevalent in business. According to Forbes Advisor, businesses are using AI throughout several areas, with customer service applications being the most popular. In the contact center space, AI helps drive loyalty by creating more personalized customer experiences. AI-enabled workforce engagement management (WEM) tools also have a profound impact on employee productivity and satisfaction.
By automating processes and equipping managers with the actionable insights gleaned from deep analytics, AI boosts employee performance and motivation. For example, AI offers several powerful out-of-the-box capabilities to improve employee engagement.
It helps businesses:
Companies that don’t embrace AI technology will be left behind by those that do. That means your workforce must be ready for it. And all teams need to adapt before the business can truly put AI to work. Focusing on workforce development, including retraining employees and building trust in technology will help your teams seamlessly adjust to working alongside AI.
Preparing the workforce for AI is essential. Here are six key steps for a smoother introduction and adoption.
AI tools provide a wealth of new opportunities for businesses, but there’s still a lot of learning to be done to be sure we get it right for your employees and your customers.
To find and retain top talent in the age of AI, companies must build a positive culture around the technology. And they need to provide employees with the skills, training and information necessary to feel engaged and excited. Preparing your workforce to work with AI tools — especially when it comes to customer and employee experience — and will yield incredible value and results.
Ready to invest in your future with AI? Check out the 2024 Contact center buyer’s guide to get a better understanding of what capabilities you need to enhance your employee experience — and what questions to ask potential vendors.