Successfully developing voice services that can replace call center personnel can save businesses billions of dollars. Jones Lang LaSalle Research estimates that the annual cost of a global call center is $310 billion.
Leading technology companies, such as Amazon, Google, IBM and Cisco, have invested millions of dollars in voice technology research and development, and the competition to develop the smartest and most attractive voice AI continues.
Behind the multi-million dollar, the range of voice applications is expected to expand rapidly. I began to wonder: robots are as effective as humans in customer service.
What happens in the call center?
The call center is a popular TV shopping channel and my work is easy. Listen to people’s commands and put them into the system.
Although I am at least very friendly and very resourceful, I did not continue to participate in this queue because I was unlikely to receive a formal warning during that time.
The reason for issuing a formal warning is that the call time far exceeds the target average call time of 90 seconds.
My average talk time is much longer than 90 seconds, because I accidentally talked to an old woman for 90 minutes around 7 am, instead of the recommended 90 seconds. I think I am a person who plays the role of a robot in secret.
Our authority is very limited.
We have the right to perform three highly standardized functions. You can change someone’s password (and of course not tell your previous password), but you can update your bank details or place an order. All of this can be done in 2 minutes and all scripts are set.
We repeat ourselves over and over like a robot, but we try to keep as much energy as possible in the sound. It is difficult for us to write down our favorite names on paper. Therefore, knowing this at the end of the 90-second call may surprise them.
We are not human, we have hundreds of employees, and we rarely talk to the same customer twice. Our goal is to be the most effective version of our own, continue to use scripts and compete with the average talk time of ourselves and others.
Robots can do this.
Yes, in many ways, the robot may have done it. However, the reason why this work is limited to humans is as follows. Call center representatives typically have a high degree of scripting and predictability, but callers are not.
Interpersonal communication is unique, with different paces, intonation and accent. The human brain learns to adapt and understand others quickly. When chatting with new friends, your brain will quickly find their accent so you can tune effectively.
For example, you can hear “sleeping because of bedding,” but when the brain recognizes New Zealand’s accent, the person actually says “I can’t sleep because my bedding is not good.”
Until recently, the machine was still trying to understand the nuances of human communication. As human beings, we rely heavily on context to help determine what someone is saying. Today, machines are developing artificial intelligence that understands the millions of human voice changes. We also use context and machine learning to find the right answers from past experience.
When machines learn to understand all of our words, an exciting task is to train how to react to them. Over the next decade, user experience designers will reduce the design of voice services that are easy to interact, don’t frustrate users, and are as efficient as manual call center representatives.
At some point, all call center personnel may be fired.
In the near future, the AI behind voice services may mean that humans with a very repetitive customer service role will be released and will need to find new ways to make a living (probably fresh health). Express AI by providing food for building professionals? ).
Why do I always call for too long? Yes, but in some cases it is difficult to accelerate. If someone on the phone doesn’t remember her password, she often looks at the room for a few years, arguing that she must “write it somewhere” and then enter the password in a different place. Ask your parents.