AI & DATA ANALYTICS
Few are advocating for the total replacement of human customer service workers , however . As Peter Lorant , COO , EMEA at Zendesk , explains : “ AI does not remove human customer service agents from the equation . It simply complements them .” That ’ s become even more important in the last year , with the ongoing COVID-19 pandemic bringing changes for both customers and agents . “ In the customer experience space , this means agents working remotely , with less support and resources ,” says Julien Rio , Senior Director at RingCentral Engage Digital . “ Likewise , recent change has probed consumer anxiety , and most businesses have seen an influx of requests and enquiries . AI is the link that both supports customer service teams , and keeps customers happy and connected .”
Correctly managing the interface between technology and the customer
“ A happy customer is one who isn ’ t left waiting on hold for three hours for a simple matter – that ’ s exactly where AI slots in ”
JULIEN RIO SENIOR DIRECTOR AT RINGCENTRAL ENGAGE DIGITAL
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