The customer service industry is currently dominated by one topic: AI agents. These autonomous systems promise a revolution in the contact center. But how far along is the technology really? And how will it change the future of customer service?
The rise of AI systems
Let’s rewind for a moment. At the end of 2022, ChatGPT ushered in a new age of AI. For the first time, low-threshold access is now possible and generative AI tools have changed everyday working life in numerous professions. Now this development is continuing: AI agents are entering the stage.
What is an AI agent?
This is software that is able to perform tasks autonomously without receiving instructions. It is based on complex Large Language Models (LLMs) that learn independently and react to changes. While generative AI waits for human input, the agent acts proactively and dynamically.
Advantages of AI agents in customer service
The biggest difference between a chatbot and an agent with artificial intelligence is that the latter can make decisions independently in order to achieve a given goal. In customer service, this leads to an increase in efficiency: AI agents can automatically ask the right questions, provide relevant information and take further steps for each individual case.
However, this in no way means that these systems replace people. Rather, they contribute to a wide range of support in the contact center. According to a survey by consulting company CapGemini 71% of companies expect AI to relieve employees of repetitive tasks and give them more time to improve the customer experience.
How far along is the development of AI agents?
Despite their great potential, agents are still at the beginning of their development. AI is no longer just based on rules and statistics; deep learning and neural networks are used for continuous learning and improvement.
Although the models are becoming increasingly intelligent and autonomous, this also means increasing requirements in terms of security and control. The more complex the system becomes, the more important reliable monitoring becomes in order to prevent the well-known phenomenon of hallucination. The use of agents must be carefully checked to ensure that no unexpected problems arise in the workflow.
Where autonomous AI agents can be put to good use
Autonomous AI agents are particularly suitable for areas where it is particularly important to provide a quick answer – even if it is not in-depth – they can provide valuable services. For companies looking for quick solutions to simple queries, these systems, such as LinkThat SHIFT, are a good choice. However, for more complex issues that require a higher degree of precision and sensitivity, you should not hand over control completely to the AI.
Our approach: man and machine in balance
At LinkThat, we attach great importance to carefully managing the use of LLMs. We have identified specific areas of application in the contact center where LLMs can provide efficient support in the background. These include the creation of suggestions, summaries or to-dos, the analysis and categorization of content and the recognition of patterns.
These results and suggestions can always be checked by human expertise to ensure that content can be improved and corrected at any time. Our clients therefore only provide their customers with high-quality information. A hybrid model in which humans and machines work hand in hand has proven to be particularly effective for us.
An outlook: The balance between automation and human sensitivity
While the development of autonomous AI agents is undoubtedly a significant step forward, it is crucial that companies approach their implementation with caution and care. The combination of automated processes and human oversight ensures that the quality and security that customers expect is maintained. The future of customer service lies in a balance where innovative technology and human judgment harmonize and complement each other.