AI holds huge potential for transforming customer experience (CX) but, even as the buzz surrounding it grows, many companies are still hesitant to fully embrace AI in the contact center.
A lot of brands are cautiously testing the waters, assessing the growing number of options available, and weighing AI’s potential benefits against its costs. Contact center budgets are tight and brands want some assurances their investments will generate ROI.
While it’s wise to take a thoughtful and strategic approach to AI, it’s important not to be derailed by misinformation. Don’t let these four common myths about AI in the contact center stop you from elevating your CX.
Myth #1: AI is going to replace my associates
Some worry that adopting AI means downsizing the contact center workforce. But AI isn’t meant to replace humans; it’s intended to enable and empower them.
AI-powered training can onboard and upskill associates better and faster than traditional methods, and it can easily identify areas for coaching – all of which makes associates better (and happier) at their jobs. And AI-enabled knowledgebases put relevant, accurate information at associates’ fingertips when they need it, enabling them to deliver seamless customer interactions more easily.
Associates play a crucial role in the contact center, and certain interactions will always require a human touch. AI isn’t intended to put them out of work. Rather, by taking on menial and repetitive tasks, AI can free your employees up to focus on more meaningful and nuanced work.
When implemented thoughtfully, AI-powered tools are associates’ secret weapons. They make associates more efficient, improve job performance, and reduce on-the-job stress.
Myth #2: AI tools are too expensive
Yes, integrating AI solutions into your contact center will require an upfront investment. But doing so typically uncovers cost savings (through efficiencies, greater customer loyalty, and improved sales) that more than compensate. Investing in AI now can lead to significant cost savings down the road.
And, remember: it’s OK to start small. With so many options out there, and pressure to stay ahead of your competition, it may feel like you have to take an all-or-nothing approach to AI. You don’t.
Focus on areas where AI can remove friction points – for your associates, team leaders, CX leaders, and customers. And resist the urge to try to fix all your problems at once. Instead, tackle one problem at a time, starting with the most urgent.
Center your strategy around who in your contact center ecosystem can benefit from AI, and not just what new tools are available. This people-centric approach will drive the results you need to make the upfront investment worthwhile.
Myth #3: Integrating AI solutions will be too complicated
It can seem daunting to figure out the best and easiest ways to introduce new technologies into your contact center – but it doesn’t have to be. Many AI tools are easy and quick to deploy.
If you lack the knowledge in-house, working with a BPO partner that specializes in AI is a great way to tap into the latest technology, proven best practices, and CX expertise you need. A good partner can eliminate costly guesswork and ensure your AI tools fit in seamlessly with the rest of your operation.
Don’t let fear stop you from implementing technology that could make your customers, associates, and bottom line happier. With the right plan and guidance, putting AI to work in the contact center can be quick and straightforward.
Myth #4: Associates won’t want to use AI
Some associates may hesitate to embrace AI because they worry it will replace them (see Myth #1). That’s why the right training and messaging is crucial. Take the time to reassure associates by showing them how AI tools will improve their day-to-day and how they were designed with associates in mind.
Once they see them in action, associates will appreciate how AI-enabled tools like accent softening, noise reduction, and real-time translation make their jobs easier. And the right training and coaching will ensure associates are ready to hit the ground running and continually learning new skills.
Incorporating AI into your contact center may seem overwhelming, but the potential benefits far outweigh the challenges. Don’t let misinformation stop you from realizing AI’s full potential to revolutionize your CX.
