AI is Not Coming For Your Job

By Stephanie Holden

If you’ve been conscious throughout the past decade, you’ve likely experienced a decline in customer
service. No matter the industry, most consumers have lost count the number of times that customer service interactions have left them underwhelmed.

Some businesses focus on strong customer service as a major component of brand recognition. And while recent news has showcased a barrage of headlines about the positive impacts of AI, absent from these headlines are the positive applications and impacts to customer service. The folks here at Roth Automation came together to discuss why this might be the case. Here’s our take:

ITS SCIENCE

Most AI implementations are applied within scientific domains, providing solutions that streamline objective processes and yield measurable enhancements, translating into time or cost savings. When an AI solution enhances data accuracy, its direct benefits become quantifiable. This, in turn, generates a projected return on investment (ROI) that can be presented to stakeholders for approval or monitored post-implementation to assess success.

Conversely, quantifying returns or tracking success can become more challenging when implementing AI enhancements in customer service. For instance, if a customer service representative, aided by AI, delivers improved service and consequently retains a customer, preventing them from switching to a competitor, it may not be straightforward to acknowledge this achievement within the organization. Often, there’s no simple method to recognize such contributions.

LOOKING AHEAD

Internally, customer service is often overlooked within an organization. For those who have observed an industry giant being dethroned by a disruptor, it’s clear that consumer attitudes tend to welcome change. They are generally receptive to the emergence of more customer-centric competitors, especially if they will reap the benefits. In such scenarios, the cost of not investing in customer service can lead to the erosion of customer base.

While well-meaning lean initiatives aim to address waste and statistically reduce problems within an organization, they cannot fully anticipate or mitigate unforeseen events. In such instances, the quality of the customer service experience depends on both a supportive and well-trained customer service team and a robustly configured conversational AI bot. Together, these elements are crucial in determining the success of the customer service experience.

THE TAKE AWAY

A recent Gallup study shows that a majority of Americans in the workforce fear technology will render their jobs obsolete. However, technological advancements have proven to equip the workforce with better tools to perform their tasks. AI, for instance, cannot replace humans in customer service roles, entirely but can significantly ease their workload.

This underscores the necessity for a clearer methodology to measure positive customer service engagements, aided by AI and better support for those working in the trenches, so to speak. Supporting customer service with AI tools is also an indicator of an organization’s adaptability and success in facing unforeseen challenges. And if the pandemic has taught us anything, it is how quickly the world can change, and how preparedness can make or break an organization.

To learn how your organization can benefit from applying AI to customer service, schedule a free consultation at Info@RothAutomation.com.

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