New York — Armin Kiwracusian remembers his first function as a call center for nearly 10 years: strict customers, and continuous research through lists to obtain information and observations that he had to write physically for every call that I dealt with.
Thanks to artificial intelligence, the 29 -year -old from Athens, Greece, is no longer writes notes or clicked on countless lists. He often has full profiles for customers in front of him when a person calls to enter and may already know what the customer faces before saying “Hello.” He can spend more time in the customer’s service already.
“Amnesty International (Robot) has removed from us,” Kirkosian said.
Nearly 3 million Americans work in communication center jobs, millions of others work in communication centers all over the world, and they answer billions of inquiries annually about everything from broken iPhone devices to shoe orders. Kirakosian works for TTEC, a company that provides third -party customer service lines in 22 countries for companies such as cars and banking services that need additional capacity or external sources are used for communication center operations.
The response to these calls can be a work without thanks. Almost half of all customer service agents leave the task after a year, according to Machinezi, with stress and monotonous work among the reasons for the resignation of employees.
Many of these agents in the industry are referred to as a “break/repair”, which means that something is suspended – or wrong or confusing – and the customer expects that the person on the phone fixes the problem. Now, it is the question of who will be assigned to reform: the human, computer, or human being who increases a computer.
Indeed, artificial intelligence agents took over more routine tasks for the call center. Some jobs were lost, and there were harsh expectations about the future labor market for these individuals, from one modest point losses, to up to half of the call center jobs in the next decade. However, the decrease will not match the most obvious predictions, because it has become clear that the industry will still need humans, perhaps with higher levels of learning and training, as some customer service problems have become more difficult to solve.
Some financing companies have already tried to go greatly with artificial intelligence of their customer service issues.
KLARNA, The Swedish Buy Now, Pay Leart, was replaced by 700 out of about 3000 customer service agencies with Chatbots and AI in 2024. The results were mixed. While the company has provided money, Clarena has found that more skilled human factors are still needed in certain circumstances, such as complex issues related to identity theft. Earlier this year, Clarna rented seven internal independents to deal with these issues.
Earlier this year, Klarna rented a handful of customer service employees to the company, admitting that there were some problems that AI could not deal with as well as a real person, such as theft of identity.
“Our vision of the first communication center of artificial intelligence, where artificial intelligence agents deals with the majority of the talks, and Gadi Shami is from Replicant, an Amnesty International company that revolves around the most humane, in an interview with consultants in MCKINSEY:” said Jadi Shami of Replicant, an Amnesty International company, who is trained in an interview with consultants in McKuessy. The human agents who support only the most complex tasks have become realistic. ”
The Customer Customer Experience, despite the improvement, is still far from perfection.
The initial customer service call has been dealt with through interactive audio response systems, known in the industry as IVR. Customers interact with IVR when they are told “Press One for Sales, click Support, click Five for Billing.” These raw systems got an update in 2010, when customers can demand the system by saying “sales” or “support” or simple phrases such as “I would like to pay an invoice” instead of moving through a maze set of menu options.
But customers have little patience on these lists, which led them to “Zero Out”, which is the colloquial of the call center when the customer strikes the zero button on their keyboard in the hope of reaching the human being. Also, it is not uncommon that yet “leaving the customer”, they will be suspended and transferred because they did not end up in the right place to request them.
I realized that the implementation of the collective patience of the Americans with IVR and Democratic Senator Robin Galgo from Arizona and Republican Jim Justice in Western Virginia presented the “Law of Preserving Communication Centers in America”, which requires clear ways to reach a human agent, and to provide incentives for companies that maintain the positions of the United States Communication Center in the United States in the United States.
Companies are trying to launch phone systems that are widely understanding customer service requests and predicting the place of sending a customer without moving in a list. Openai, ChatGPT maker, comes out with the “Chatgpt Agent” service for users who can understand phrases such as “I need to find a hotel to attend the wedding next year, please give me options for clothes and gifts.”
Bank of America says it has achieved increasing success in integrating these features into “Erica”, which first appeared in 2018. When Erica cannot deal with the demand, the agent transfer the customer directly to the right section. Erica is also an prediction and analytical, and it is known, for example, that the customer may have a frequently low balance and may need better budget help or may have multiple subscriptions for the same service.
Bank of America said this month that Erica has used 3 billion times since its establishment and increasingly dealing with a load higher than customer service requests. The title of Chatbot comes from the last five letters of the company’s name.
James Bednar, Vice President of Products and Innovation at TTEC, spent most of his career in an attempt to make customer service calls less painful for the caller and the company. He said that these tools can eventually kill IVR forever, which ends the need for anyone to “zero”.
Bidennar said: “We reach the point where artificial intelligence will receive the right person to your problem without having to direct these lists,” Bidnar said.