Employees are crucial for AI to transform customer service

Artificial Intelligence (AI) is currently revolutionizing the customer service landscape. Yet, there is a pivotal element that demands our attention: the mindset and dedication of our employees. Without their engagement and support, even the most promising AI advancements may remain untapped potential.

By harnessing AI technologies, companies can reap a multitude of benefits, ranging from significant cost savings to more profound workplace insights and enhanced customer experience quality. Nevertheless, a critical factor that cannot be overlooked is the attitude and willingness of the employees.

Some of the advantages of implementing AI in the workplace for employees:

1. Cost Control and Swift Service: AI can efficiently manage costs and provide prompt employee service. By automating routine tasks, it enhances productivity and leads to cost savings.

2. Enhanced Customer Service: In the realm of customer service, AI can act as a virtual assistant, analyzing and categorizing inquiries before directing them to the appropriate department. Furthermore, it can even compose and edit responses.

3. Natural Interaction: With the advancement of AI bots, interactions have become more sophisticated and human-like. Engaging with these AI counterparts now feels as seamless as collaborating with a colleague, making it easy for employees to access answers and support for various tasks throughout the workday.

Some of the benefits of AI in the workplace for management include:

1. Report Generation and Strategic Insights: AI can perform various tasks that support management, such as generating reports and identifying strategic initiatives for customer service. It also has the capacity to uncover shortcomings.

2. Enhanced Knowledge Base Management: For instance, if a company actively maintains both an internal and external knowledge base, implementing AI to manage the knowledge base can provide several advantages. It can suggest new content, identify articles with errors, and guide users to the right information within the knowledge base.

3. Data Analysis and Insights: By involving AI in data analysis, it can reveal critical insights, such as interdepartmental collaboration levels, the optimal balance of skills among employees, and areas requiring skill development.

The integration of AI in these aspects not only streamlines processes but also empowers management with valuable information for informed decision-making.

The Vital Role of Employees

So, with all these advantages, where can AI's transformation of customer service stumble? Undoubtedly, we can enthusiastically embrace and invest in cutting-edge AI technology in the workplace, gearing up for the future of customer service. It sounds promising, doesn't it?

However, if employees do not embrace AI functionality, our investment loses its value. The result remains confined to mere suggestions, response templates, and promising reports that never see the light of day.

The meticulously generated plan on how Daniel in internal support can enhance his skills in new user provisioning to provide Victoria from the sales department with the correct solution to her intranet issues next time remains unimplemented.

Likewise, the management's strategic plan to adjust staffing levels on Fridays from 2 PM to 4 PM and reduce call center hours from 4 PM to 3 PM to minimize the number of service level agreement (SLA) breaches sits on the shelf.

AI technology possesses the potential to bring about a profound impact in the workplace. Through strategic application, customer service teams can achieve cost savings, heightened workplace efficiency, and an elevated quality of customer experiences.

All of this is achievable, but it hinges on the willingness of the employees.

Talk to us about Customer Service and AI.

This article was published first in Kundeserviceavisen.no