Workforce Management Featured Article
Reinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy
?
Utilizing artificial intelligence for business purposes is far from a new idea. Although AI is only just now starting to resemble a somewhat reasonable sense of independent function, the idea of relying on computers to take over human-centric roles has been a point of focus since the digital revolution began.
However, the concept of AI-based automation took on a different level of importance in the midst of the pandemic, when it became apparent that social distancing requirements would put limitations on human output. COVID-19 made it clear to the global economy that emergency situations can halt business activity almost instantly, which means AI may be the only hope for remaining productive in times of crisis.
It’s unlikely that pandemics will become more frequent in the future, but the fact that COVID19 had such an unprecedented effect on the world economy is forcing business leaders to realize they aren’t prepared. Because of this realization, companies are now investing heavily in artificial intelligence to enhance production for the future. This is essentially true in customer service, with call centers being a prime target for AI-based deployments. In fact, Canam research has found that 78% of contact centers in the U.S. now intend to deploy AI in the next 3 years.
Whether conversations use voice, chatbots, texting, or virtual assistant, AI-powered contact center solutions offer reliability in times of uncertainty. Work conducted by humans will never be fully replaced, but automated assistance can guarantee results without the limitations. Not only are these systems helpful for general labor, they offer cost savings, reduced employee burnout, and help companies find better use for human talent within the organization.
The pandemic is fading away in the rear view mirror, but business leaders should always remember the last 15 months as a learning experience. Emergency situations can dramatically alter the way we live our lives, so being prepared for the worst is the only way to move forward with confidence. Through AI-based automation, the world economy can move forward knowing that productivity will always continue.
Edited by Maurice Nagle
