Artificial intelligence (AI) promises to optimize customer service and make agents' work more efficient. However, there are numerous myths surrounding the use of AI that can lead to misunderstandings.
AI in customer service does not mean the end of human interaction. The technology helps employees to process customer concerns faster, more precisely and in a more personalized way. In this article, we dispel the most common myths and present innovative solutions for contact centers.
AI in the contact center - myth and reality
Myth 1: AI can understand and solve all issues immediately.
It is often expected that AI can respond immediately to every request and solve every problem. In reality, however, AI often relies on structured data and clear instructions. This enables it to answer and process simple queries. However, when it comes to unpredictable or complex requests, AI can reach its limits. In this case, human assistance is required and is best suited to processing complex tasks.
The seamless integration of AI into company processes is therefore crucial. It is not just about introducing an AI solution, but about creating an environment in which AI and human agents work together harmoniously. This requires systems that can efficiently process and share data so that human expertise can seamlessly flow in or take over at any time. This ensures that there is no noticeable break for the customer and that they do not have to repeat themselves when the switch from AI to human support takes place. An optimal combination of automation and personal support thus creates a positive customer experience and increases efficiency throughout the entire process.
Myth 2: AI works perfectly immediately after implementation.
Many people believe that AI runs flawlessly as soon as it is implemented and that no further adjustments are necessary. However, even an AI system requires fine-tuning, regular updates and maintenance in order to function optimally. Ideally, every implementation begins with a test phase in which the individual needs of the respective contact center are carefully considered. Depending on requirements, the tools can then be adapted and rolled out accordingly in order to provide the agents with optimum support.
The CTI solution LinkThat CUBE supports contact centers with flexible interfaces and intuitive customization options so that AI systems can be integrated efficiently and scalably into existing processes – without the effort of a complete restructuring.
Myth 3: AI makes customer service impersonal.
Many companies fear that the use of AI will make customer service impersonal. However, the exact opposite is true: with the right strategy, customer service can actually improve considerably by analyzing and using data more efficiently. AI-supported systems can provide personalized answers and suggestions based on customer history and behaviour. This enables a tailored customer experience.
LinkThat ECCO, the AI for voice channels, starts right here: With real-time speech and text analysis, interaction becomes even more personalized. The system recognizes key topics and provides agents with valuable insights to process customer inquiries faster and in a more personalized way. Generated transcripts can be discarded or saved anonymously.
Myth 4: AI will replace all human agents.
Many fear that with the advent of AI in the contact center, fewer employees will be needed at the same time. Although AI can take over many routine tasks, it is not designed to completely replace human agents. AI is primarily used in the contact center to support employees. It is particularly suitable for simple, repetitive queries. In this way, AI relieves agents of monotonous and repetitive tasks, freeing up resources for complex problem solving. Employees play a crucial role and contact centers will always need human interaction.
LinkThat CORE creates a synergy here: the flexible omni-channel communication solution supports contact centers where necessary. While AI handles everyday inquiries efficiently, human agents can focus on the really important, complex cases. The result is perfect collaboration that increases efficiency without neglecting human interaction.
Myth 5: AI is only useful for chatbots in customer service.
Many contact centers mainly use AI in the form of chatbots and believe that the benefits have been exhausted. However, there is a wide range of possible applications that can support the day-to-day work of a contact center. AI can transcribe calls in real time, create summaries of complex issues, provide context-related recommendations for action, prioritize, process and forward difficult inquiries, and make all workflows more efficient through smart automation.
LinkThat PRISM is the ideal support for daily business in the contact center. Any content from letters, scans, forms, emails, faxes and checks is automatically processed and forwarded to the right place.
Bonus-myth: AI automatically leads to higher customer satisfaction.
It is often assumed that the use of AI automatically improves customer satisfaction. But AI alone does not guarantee better results. Poor implementation or over-reliance on the technology can even frustrate customers if their problems are not solved properly or the human element is missing.
With LinkThat’s wide range of tools, you can ensure that AI is used optimally in your company. By combining artificial intelligence and human expertise, we create the foundation for better service and satisfied customers – without sacrificing the human element.
Human and AI – the ideal team in the contact center
Artificial intelligence is a powerful tool in the contact center – but only if it is used correctly. AI can only reach its full potential when combined with human expertise.
Solutions such as LinkThat CORE, CUBE, ECCO and PRISM are designed to support the balance between automation and human interaction. The future of customer service is hybrid – and with LinkThat’s innovative AI solutions, contact centers are well equipped for this future.