Armen Kirakosian recalls the challenges of his early call center job, dealing with frustrated customers and tedious tasks. Now, thanks to artificial intelligence (AI), Kirakosian enjoys streamlined customer interactions, often having complete profiles before answering calls. AI is transforming the call center landscape, where roughly 3 million Americans currently work. While AI has automated routine tasks, it hasn’t eliminated the need for skilled human agents, particularly for complex issues. Companies like Klarna have replaced a significant number of agents with AI but found that real humans are needed for sensitive situations like identity theft. Legislative efforts, such as the “Keep Call Centers in America Act,” aim to enhance human accessibility in customer service. Enhanced AI solutions, like Bank of America’s chatbot, Erica, are also improving call handling, potentially phasing out cumbersome interactive voice response (IVR) systems. Overall, AI is reshaping customer service, making it more efficient and effective.
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