AI & THE WORKFORCE
While artificial intelligence ( AI ) is already improving the customer experience , it will dramatically improve the employee experience over the next decade . Tedious tasks that once took agents hours upon hours to complete — be it boring data entry or replying to repetitive questions — will be relegated to computers . Along with its subfield of machine learning ( ML ), there are numerous ways in which AI will impact the employee experience and boost employee satisfaction , in turn helping them create a best-in-class customer experience .
AI will make the role of customer service agent far more rewarding and enjoyable . “ When you put the employee first ,” explains Harald Henn , CEO of Marketing Resultant , “ It can help turn the modern contact center workplace into a synergistic powerhouse where people produce consistently incredible results . Who is going to go out of their way for your customer — an employee who is underpaid , overworked , and doesn ’ t feel appreciated ? Or an employee who ’ s treated like a valued member of the company ?” There is power in exceeding employee expectations .
GENUINE HAPPINESS VIA ARTIFICIAL INTELLIGENCE
When it comes to how AI can make employees happier , Henn brings up some of the biggest factors that make an employee frustrated and unhappy , including tasks filled with monotonous repetition and too much time spent info-searching across numerous systems . He points out that , “ AI can support employees by eliminating tedious search tasks . AI-based ‘ internal search systems ’ will find relevant information in a fraction of the time .” AI chatbots will handle those simple , monotonous tasks in real-time , freeing the employee from the tedium of repetition and creating a more positive employee experience .
HOW AI CAN HELP WITH DEMANDING , EVEN ANGRY , CUSTOMERS
Another example of how AI can help reduce employee stress is when customers get angry or become very demanding . Employees feel pressure from the customer to find the necessary information as fast as possible . And during peak days or seasonal rushes , answering the same question 8100 times a day doesn ’ t make any employee happy . AI will eliminate most if not all these transactions , such as delivery status questions , freeing up customer service representatives to focus on the more complex ,
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