The age-old question of whether technology will replace human jobs has been a tough one to answer but hotly debated over the past few years.
While automated services like chatbots have helped to streamline the customer service process, some are wondering if this disrupts customer service agents’ purpose.
In the latest the latest Aspect Agent Experience Index by Aspect Software, it was revealed that approximately 80 percent of calls that come into a call center are ones that require little effort. While this may lead some to think it’s just a matter of time before chatbots take over, the research showed the positive impacts the AI-assisted technology is having on customer service calls.
Those companies that already have chatbots handling the lower-pressure jobs seem to be empowering customer service agents to handle more difficult customer situations. In fact, 79 percent of agents say chatbots allow for them to handle more complex scenarios, thus improving their skill set. With chatbot assistance, the amount of calls met with customer satisfaction is also a likelihood as 64 percent of agents say they’re able to create a more tailored experience.
Aspect Software Chief Customer Officer Joe Gagnon commented on this chatbot and agent mix phenomenon in the company’s release. He explained:
“Simple inquiries handled by agents tend to be very brief, and little if any interaction or engagement takes place. Question complexity, therefore, becomes a more fertile opportunity for skill growth and career advancement. Over half of the agents we surveyed (57 percent) feel they have a better chance of moving up in the organization if they can demonstrate more subject matter expertise. So when chatbots take over ‘easy-question’ management, they satisfy the interaction preferences of customers and at the same time engage and enlighten the employee. It’s truly a better-together solution.”