Today’s consumers are experiencing something new when a person answers their customer service call: relief. Even when the reason for their call is less than pleasant. Whether the caller left their ID at the doctor’s office or can’t make an upcoming appointment, a human who picks up the phone is perceived as more effective – and more trusted – than software for handling a broad range of customer service needs.
As organizations consider turning over greater portions of their communication needs to artificial intelligence (AI), they should keep in mind what abilities they could be giving up.
1. Use Their Discretion to Provide The Most Relevant Response First
Responding to a list of prompts to resolve an issue – online or by phone – can feel like an unnecessarily time-consuming chore. Particularly when you’re forced to navigate a bunch of filters, and even more so if your issue doesn’t get resolved. A preprogrammed formula might even keep you from getting the most relevant information sooner.
A human can use their discretion better and faster:
- To dispute expenses charged by the company
- To resolve technical issues
- To explore products and services more aligned with your needs
- To anticipate the next steps they will take to resolve an issue
It’s not that AI is unhelpful. When business leaders want better ways to handle the daily influx of requests, AI may assist in some types of scenarios. But in spaces with high call volumes, it is likely more effective as a supplement to communication with humans who are well-trained and invested in their jobs. As technology becomes increasingly sophisticated, there are some things a person will still do better for the foreseeable future.
2. Improve Call Resolution Rates Through Problem Solving
What level of problem solving do you want to provide? In healthcare, for example, callers may be facing health issues as well as financial concerns. Therefore, the quality of information they receive can have a deeper and more lasting impact than, say, a call to obtain your hours of operation.
There will be disappointed callers. It’s easier to train humans to convey empathy as they resolve callers’ problems, particularly when they already possess that quality naturally. The call agents at Lighthouse Enterprises share a unique commonality. They are disabled, most often due to blindness, and some are veterans. Our call agents represent a population that works harder to keep a job once they find it. Having experienced complex life scenarios themselves, they can easily connect with the diverse clientele they support.
3. Pick Up on the Cultural Context in a Conversation
Outsourcing to a call center allows you to convey a familiarity both of callers’ cultures and of the context of a conversation – qualities that the Federal Trade Commission doesn’t recommend underestimating. The FTC went so far as to issue a report cautioning about the downsides and limitations of artificial intelligence. It noted that AI is nowhere close to being capable of picking up on the nuance that exists in human interactions.
As the economy becomes more globalized, companies need the capacity to communicate to increasingly diverse audiences, something chatbots are not yet able to provide.
4. Convey Authentic Human Reactions
The current skepticism of AI should come as no surprise. The average consumer values authenticity highly when comparing brands. In addition, talking to a person who can address their problem gives people a feeling of control. Segments of the public can be turned off when a non-sentient piece of software tells them what a pleasure it has been to hear about their issue. A human is capable of that emotion. A string of code on a website is not, and the naked attempt to make AI sound like people does not always win over fans.
Lighthouse Enterprises Inbound Call Center Helps You Retain Patients, Operate More Efficiently
The exceptional workers at Lighthouse Enterprises don’t have to fake authenticity. Thanks to our advanced technology and ongoing training, our clients benefit from a high call resolution rate, as well.
Contact Lighthouse Enterprises for information on how to customize better customer service solutions in the new year!