Contact Centre Automation Verses the Human Touch

Wednesday, March 20th, 2019

According to a recent article in the Economist magazine, over 40% of job roles might very well be replaced by machines or other automation within the next 20 years. That being so, what then is likely to be the impact on some service industries?

Whilst advances in automation and/or Artificial Intelligence (“AI”) will undoubtedly lead to the demise of some job roles, it is a fact that since the industrial revolution advances in technology, be they mechanical digital or otherwise, have always wreaked havoc. For example, there are now likely to be very few “hot metal’ typesetters and note, thanks to the smartphone, the vast reduction in the number of places on the High Street that you can still get a 35mm film developed and printed.

Whilst AI is of course already in evidence in our day to day lives with devices such as chatbots being utilised on corporate websites and social media pages, any job role that currently involves human interaction is much more likely to evolve over time than disappear completely. 

For example, effective customer service and support roles rely on very human traits such as empathy, humour and creativity, whilst conflict resolution requires an ability to think “outside the box” and even occasionally bend the rules when necessary.

With that in mind, most forward-thinking contact centres view automation as a key to better service provision, rather than a potential cost-cutting exercise. When properly integrated, AI will always allow skilled operators to put an even greater emphasis on customer-facing solutions, which in turn lead to reduced call waiting times and a much better customer journey.

So, how can our experts help you and your team with this?

Birmingham’s mplcontact Sutton Coldfield offers a complete range of contact centre services, so to find out more, call us today on 0121 362 7001 or just click HERE to discover how we can really help your business!

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society