Outsource Consultants' Blog

3 Reasons Retail Companies Need Both Human Agents And Artificial Intelligence

Retail call center

In a recent article, Luke Starbuck discusses how quality customer service can set companies apart within the retail industry. A major way companies invest in their customer service is by hiring a large amount of customer service representatives in order to improve their scalability and serve more customers. Starbuck argues that simply hiring more customer service employees isn’t the best approach to improving the customer experience; retail companies will need to utilize a hybrid of live agents and artificial intelligence (AI) to succeed. The article provides the following three reasons companies need to use both AI automation and customer service agents:

1) AI can give call center agents important background information on customers during calls to make interactions more personalized and fluid. Learn more.

2) AI makes scaling during busy times quicker and more affordable than simply hiring more agents. Learn more.

3) A high percentage of retail companies are shifting towards utilizing AI more in the next ten ears due to the need to meet customers on digital platforms, which means failure to adapt could lead to poor customer service. Learn more. 

The overall point of Starbuck’s article is that the best way to reduce costs while still improving scalability is to combine call center agents with AI. However, he points out that human agents cannot be completely removed from the equation because there are many customer issues that need to be resolved with empathy and human interaction. 

3 Reasons Retail Companies Need Human Agents And Artificial Intelligence 

The individuals answering inbound calls for retail companies have high level of responsibility. These call center agents need to project the brand image and company culture, provide a high quality customer experience, and increase revenue through sales. Companies demand a lot from their in-house and outsourced call centers, including support through sales, customer service, and multichannel support such as live chat support or outsourced email support of our client’s customers. It’s critical that retail call centers combine human agents with the use of artificial intelligence in order to keep up with increasing company and customer expectations. 

The following are three reasons retail companies need to integrate human agents and artificial intelligence in their call centers: 

1) Customers have multiple ways they can communicate with a company. AI can be used to monitor exchanges via social media, chat, and other online channels and can route the most important or pressing inquiries to human call center agents.

2) AI can assistant to live agents by taking care of mundane processes and freeing the agents to focus on challenging customer issues that require critical or abstract thinking. 

3) By integrating AI within the call center CRM system, virtual assistants can enable call center agents to have more personable conversation with customers and provide them with service that’s tailored to their experience.

This blog post is based on an article from destinationCRM.com. To read the original article, please click the link below: 

3 Reasons Smart Retailers Are Shifting Customer Care Investment from More Agents to AI – Luke Starbuck

 

Screen_Shot_2015-01-20_at_2.12.35_PM

Need a retail call center to improve your customer experience? We can help! Fill out the form for a free call center cost proposal.

Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the call center that best fits your requirements.

LEARN MORE 

Get a Free Call Center Cost Proposal!

Phone: 888-766-4482
Email: ckotlarz@Outsource-Consultants.com

FOLLOW US for relevant and up to date information regarding the call center industry.

  • Outsource Consultants, LLC Google+
  • Outsource Consultants, LLC Twitter
  • Outsource Consultants, LLC LinkedIn
  • Outsource Consultants, LLC Blog RSS Feed
  • Outsource Consultants, LLC Facebook
  • Outsource Consultants, LLC Manta

Download Our Guide to Help You Find the Best Fit Outsource Call Center Partner!

RFP_Template_Book_cover

Download Now

Download Our Top 10 Checklist: Key Areas to Consider when Selecting An Outsource Call Center Partner!

Top_10_Checklist_Book_cover


 
Download White Paper
 

Newsletter

Recent Articles

Categories