NZ (Commonwealth)_Calabrio contact centers in New Zealand and Australia claims Artificial Intelligence (AI) will not replace human agents but rather enhance the demand for their roles.
Accordingly, the contact centers recent survey conducted in the transformative potential of artificial intelligence (AI), which included respondents from the Asia-Pacific region, sheds light on the evolving landscape of contact centers and their strategic approach to AI integration.
As per the report, 25% of contact centers in New Zealand and Australia anticipate a surge in demand for human agents over the next one to five years. Furthermore, 34% foresee an increased demand in the five to ten-year timeframe. Globally, 24% of respondents expect a need for more agents in the next one to five years, with 46% projecting an increased demand over the subsequent five to ten years.
The findings challenge widespread concerns that AI adoption would result in job displacement, particularly in customer service-oriented sectors. Contact center managers, however, are optimistic about the evolving role of human agents, anticipating that their responsibilities will shift rather than diminish.
The report highlights that a substantial 70% of contact center managers believe that AI will lead to an increase in the number of agents over the next decade. Despite the evolving landscape, the consensus is that human agents will continue to play a crucial role, evolving into brand guardians as administrative tasks are increasingly automated.
Kevin Jones, President and CEO at Calabrio, emphasizes the importance of technology, including AI, gaining momentum in the future. He points out that as technology streamlines administrative tasks, agents will need to adapt to handle more complex customer inquiries, reinforcing their role as brand ambassadors.
The study underscores the significance of training and development in preparing contact center employees for the evolving landscape shaped by AI. As technology becomes more integrated, the need for upskilling becomes imperative to ensure that agents are equipped to handle sophisticated customer interactions.
According to the report, ongoing and effective training will be a key strategy for organizations aiming to navigate the changes brought about by AI. The focus on training is consistent with broader research advocating for the upskilling of employees in the face of increasing AI utilization across industries.
Despite the recognition of the importance of training, only 17% of contact center managers in New Zealand believe their employees currently possess the necessary skills. This sentiment is echoed globally, with only 47% of employers indicating confidence in their workforce’s readiness for the evolving landscape shaped by AI.
The identified skills gap serves as a compelling call to action, emphasizing the urgency for comprehensive training initiatives. Calabrio emphasizes the need for organizations to invest in initiatives that enhance hiring and retention, job engagement, and overall employee satisfaction. The report encourages a strategic approach to training, identifying areas of greatest need and implementing small, incremental steps that can collectively lead to substantial positive change.
In conclusion, the survey by Calabrio provides an optimistic outlook for the future of contact centers in the age of AI. Rather than replacing human agents, AI is anticipated to redefine their roles, making them indispensable brand guardians. The findings emphasize the crucial role of ongoing training initiatives to bridge the skills gap and empower contact center employees to thrive in an evolving and technologically advanced environment. As organizations adapt to the changing landscape, the integration of AI is seen not as a threat but as a catalyst for positive transformation and growth in the customer service sector.
