The Future of AI in Customer Service
The Future of AI in Customer Service – If you got here, you’re either anxious or excited about what artificial intelligence can bring to the industry of customer service. If you’re from IT-BPM or a business leader invested in offshoring or outsourcing you are cautious about your next move. Whether you have to join the AI race or wait until the dust settles before you make a move. Certainly, there has to be a lot of cleansing to be done when the interest in GenAI is uptrend. But one thing is for sure, disruption is already at the doorstep of customer experience.
Chatbot is old news, isn’t it? What if it could finally talk? In whatever language and in whatever mood depending on who it’s speaking with. Now that it’s capable of doing it, what’s stopping AI from taking over jobs that do that? Simple. It’s the person behind the AI. Today’s workforce, especially in BPO (business process outsourcing) needs to learn how that dynamic would operate for good. That’s the thrilling part. People who used to be front liners taking phone calls get to have assistants and they have to embrace it whether they like it or not. Because what’s the alternative? Right, it’s unemployment and client churn rate.
It’s only a matter of time until large language models (LLM) like hume.ai and GPT-4o can be indistinguishable from a customer service representative (CSR). To adapt, upskill and reskill your teams so you can differentiate yourselves in the market. The initiative of employees to develop themselves for the future; hand-in-hand with employers supporting growth in career and business will future-proof organisations. Whilst innovation is important, freeing up time for tasks that can be automated is an opportunity to hyperpersonalise every interaction. Although that may sound counterintuitive, it’s finding the right mix that will bring customer satisfaction. Clients know that you have a laundry list of software but when they see that you do it to improve the experience, brand loyalty follows.
This is one of the mentalities that we instil as an agile offshoring solutions provider. If you’d like to learn how we do that, feel free to contact us on this link. AI is now and AI is the future. We’re armed and ready to face that together with our partners.