AI is already impacting the number of customer service and sales agents needed in contact centers. But it doesn't replace the need for the human interaction it provides.
AI will continue to play a key role in increasing agent efficiency and improving overall CX. This was also a major topic at this year's Enterprise Connect conference in Orlando, Florida, where Metrigy presented a presentation entitled “Job Shifting: When and How AI Will Eliminate and Add CX Positions.” We hosted an expert panel. Panelists generally agreed that AI can help agents become more efficient and effective.
Panelists included Steve Brock, Senior Director of Solutions Marketing at Avaya; Vi Chau, Head of Product for Zoom Phone and Contact Center. Josh Goldlust, vice president of product management for Genesys Digital Platforms. Rei Kasai, Senior Vice President and Global Head of Product, Talkdesk. and Andrew Traba, vice president of product marketing at NICE.
Does your contact center need AI?
According to one audience member who is dissatisfied with the current state of customer service, AI can help improve the efficiency of customer service representatives needed in contact centers. He also said that despite current technology investments, customer service remains inadequate, especially for cable and communications providers. unacceptable. The audience responded with applause.
Panelists agreed that customer service remains an issue and said AI could help solve some of it. For example, organizations can use agent-assistance technology to improve agent performance using real-time context to personalize interactions, provide next-best-action recommendations to move quickly to resolution, and resolve complaints. You can provide sales advice and suggestions to prevent customers from switching to a competitor. Like chatbots, bots can also automate many interactions, giving customers faster resolutions.
AI can automate entire interactions, or assist and improve interactions. In any case, it affects the work of service personnel, sometimes negatively, sometimes positively.
How AI will impact contact center staffing
Over the past few years, Metrigy's clients have asked whether AI and automation in contact centers is causing attrition. Metrigy's research did not produce meaningful results until early 2024. The rapid adoption and significant impact of generative AI has contributed to many companies' transition to layoffs.
According to Metrigy's “AI for Business Success 2024-25'' global survey of 697 companies, when asked about the impact of AI on contact centers, 36.8% of companies responded that they had reduced their workforce through layoffs. Additionally, 55.7% of companies said they had reduced the number of new agent hires.
As a result, some companies are using AI to replace existing agents or reduce the number of new agents needed. That's not necessarily a bad thing. Done right, organizations can reduce costs, improve customer satisfaction, and increase revenue from AI. Still, contact his center leaders should be aware that vendors do not like to emphasize that their products or services can lead to dismissal. Even if the business effect of selecting members of the management team is desirable.
Additionally, AI can also create jobs. Adding new jobs represents increased spending, but is critical to successful AI implementation. For example, Metrigy survey respondents said they are hiring data analysts, programmers, more security analysts, and more data scientists. Nearly 40% of companies have invested in adding content managers to keep their knowledge bases up to date, and many of these hires come from contact centers.
AI bridges the gap
Roughly as many companies are experiencing agent shortages as they are laying off staff. Reasons for this talent shortage include a growing business, an inability to find suitable talent, and an inability to retain existing staff.
As an organization grows at a steep trajectory, the growth of new agents flattens out. What will fill that gap? For 84.2% of companies, the answer is AI.
AI enhances contact center staffing in the following ways:
- Reduce the number of customer interactions that require live agent support through bots and self-service technology.
- Reduce call and interaction time with agent assistance.
- Transcription reduces post-call work time.
- Schedule and reschedule appointments through our communications-as-a-service platform and AI-powered bots.
- Advise agents on meeting sales quotas and service KPIs through next-best-action recommendations.
AI plays an important role in staffing, but its role depends on the organization's context. For some companies, the impact has been rapid and significant, including layoffs and fewer new hires. Others need to hire more agents and use AI to bridge the gap between what they have and what they need. For most companies, AI is creating new jobs.
Robin Gareiss is CEO and principal analyst at Metrigy, which conducts research and advises businesses and technology providers.
