How Human Skill and Automation Can Coexist
- Christa Heibel
- 12 August 2020
As AI becomes increasingly intelligent and efficient, we will see a rise in its usage in the workforce. This means that certain tasks that were once handled by humans will be performed by machines, creating a shift in the job market and workplace. The skills that are unique to humans and cannot be performed by AI will become increasingly important. In this article, we examine how machine automation and human skill can coexist as AI becomes more prevalent.
The Increasing Role of AI in Contact Centers
The use of artificial intelligence in the contact center environment aids in creating effective systems and processes to help ensure a great customer experience. With AI taking care of mundane tasks in the customer journey, such as gathering basic customer data, agents can focus more on delivering a personalized and satisfying customer experience.
In his article, 5 Top Contact Center Automation Trends To Watch For, Abhishek Shanbhag highlights the following areas where automaton is taking place:
- Robotic Process Automation (RPA)
- Interactive Voice Control (IVR)
- Desktop Automation
- Big Data Analytics
The best way to begin automating tasks in contact centers is to focus on the ones that are well-suited for AI, can be automated easily, save a lot of time for agents, and do not create risks.
Shanbhag also notes that the role of AI should ultimately be to help enhance 6 key areas in the operation of contact centers to meet customer expectations. These areas include: personalized customer experience, scalable infrastructure, technologically advanced processes and AI-driven workflows, fast response times, self-service tools that help to solve complex issues in addition to basic ones, and omni-channel communication.
The Role of Humans as AI Usage Rises
While we can automate routine tasks with AI to increase efficiency, there are tasks that AI is not sophisticated enough to handle. These need to be handled with the unique skills of humans. Some of these skills include:
- Complex Reasoning
- Self Awareness
- Emotional Intelligence
- Story Telling
Changes in Education and Training
As the workforce changes to include more AI usage, and the skills that are unique to humans become more valuable in the workplace, our education system and training will also need to adjust. This means a greater emphasis on developing skills such as critical thinking, creativity, emotional intelligence, and innovation.
In her article about how humans can coexist with machines, Stephanie Rogers notes the importance of this shift in education and training:
“The U.S. stands to lose $975 billion in GDP growth promised by investment in intelligent technologies over the next decade if we fail to overhaul our learning approaches and close the skills gap.”
Some of the ways that we can improve our education systems include:
- Adopting virtual reality tools for learning.
- Offering flexible courses for work-life balance.
- Creating personalized learning environments.
- Encouraging life-long learning.
CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you to achieve exponential growth, manage change, and generate profit. For a comprehensive CX assessment and strategic plan customized for your unique business needs, connect with us here today.