Live Agents Vs AI – The Emotional Quotient

With reports of the human being replaced by AI in domains like customer support, call center outsourcing industry, as well as millions of people employed in this industry, are anticipated to face a massive existential crisis. This is a development that isn’t even favorable for corporates who will have to invest billions to make AI-enabled customer support a reality. While this innovation reduces the investment required for hiring human work resources; yet it cannot match the efficiency and intellect of a human being. We humans can sense a lot more than even the most sophisticated machine can, which is the reason why replacing employees with robots is an idea that can lead to a lot more loss than one can ever anticipate. Robots are capable of following commands not reciprocating to human emotions, which matters a lot when we talk about business processes like customer support.

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There is a sense that helps humans understand the most suppressed emotion even while listening to someone’s voice on phone. The person on the other end may not be someone who you have known for long but with an observation of voice tone, word choice, and even the pause taken while talking; it is easy to make out what is the emotional status of an individual. This is the reason why a lot of customers open up to customer service agents easily on call. When something like this happens the agent has an opportunity to forge customer loyalty by understanding the emotional status of the customer. Here is an example that can help you understand better.

Agent – XYZ Online Grocery Store. How can I help you?

Customer – Can I get 10 packets of tissue paper along with a carton of milk, a crate of eggs, 1 full-sized wholegrain bread, 2 packets of bacon, and 3 tubs of ben and jerry's Belgian dark chocolate ice cream? (Sobbing)

Agent – Your order has been successfully placed, Ma’am. Please provide your Customer ID and confirm the delivery address.

Customer – 1, XYZ street, Manhattan NYC, Customer ID – 1234*&#

Agent – Is there any other way I can help you? How about a complimentary pack of M&Ms to help you de-stress?

Customer – Sounds good!

Agent – Glad to serve you, keep smiling. This too shall pass.

A pack of M&Ms and a few kind words made this conversation a lot more intimate than it was at the beginning. This is exactly how you turn a customer into a loyal patron. Here comes the intelligence of a Call Center Agents, which for they are trained by Call Center Outsourcing Service Provider. You cannot counsel someone who is stressed but a freebie along with some kind words can be quite helpful. This is something that cannot be expected from AI and it is high time that organizations stop investing time and money in the implementation of this technology. If the processes that require a live agent are upgraded to robotic intelligence such efficiency cannot be achieved. Artificial intelligence has the ability to revolutionize our world but not necessarily in a good way; it has numerous negative repercussions that need to be considered before it dominates the corporate world.