Are robots taking over the customer service world? Will callers never speak to a live human again? Not likely, and here’s why: due to more complex issues that customers are unable to solve for themselves, average call handle times have actually increased in recent years. This means that agents need to spend more time relating to callers, deeply understanding the details and resolving problems with empathy and compassion.
Robotic desktop automation, robotic process automation and artificial intelligence are behind-the-scenes tools that greatly help humans simplify their jobs. When repetitive tasks are automated, the time saved searching, clicking and scrolling is exponential. This frees up valued employees to provide friendly, knowledgeable service to customers who desire a genuine connection.
For further insight into RDA, RPA and AI, download the Improving Performance Variability: Educate and Automate Capabilities for Consistency eBook now.