Replace or enhance? That’s the question many people ask when discussing implementing artificial intelligence (A.I.) in the workplace, fearing that computers will put them out of a job. Just this past September, Forrester released a report saying that 6 percent of U.S. jobs may be replaced by A.I. and bots by 2021. For employees, this may sound ominous, but it requires an explanation of what jobs, and what aspects of jobs, are evolving as a result of A.I.
Companies across industries are beginning to leverage A.I. and virtual assistants to streamline communication with customers and increase productivity. The field service management industry, for example, is beginning to tap into A.I. capabilities to enhance workers’ skills and improve efficiency. With A.I.-powered bots emerging as a new channel for customer service and engagement, this presents an opportunity for organizations to automate service and support for customers. Companies are just beginning to realize the capabilities of A.I. and its potential to revolutionize the field service industry. Here are few areas in which companies today are adopting A.I. to improve processes and overall customer service.
Enhancing the Role of the Call Center Agent
A.I. presents an opportunity for field service companies. Employers are recognizing areas in which A.I. powered technology can assist humans in completing basic, mundane tasks. For example, manually inputting and collecting data in the contact center. Instead of replacing human workers entirely, the technologies instead enhance agents’ skills and allow employees to focus their attention beyond routine tasks such as collecting and reporting information to handle responsibilities that require deeper insight and analysis. For many companies, customer issues and inquiries are still reported and routed through the call center. In fact according to a recent study from Accenture, 73 percent of consumers choose a human over a digital capability when seeking advice or looking to resolve a service issue or complaint. The high volume of calls coming through the support center can be overwhelming and overbearing for call center agents to track and maintain customer information.
A.I. can help manage high volumes of incoming data, collect key information such as contact details and record customer service requests. This allows the contact center to process basic information quickly and free up time for call center agents to address more complex customer calls and issues. Field service companies with a high level of data can especially benefit from A.I. technology. In incorporating A.I.