Why Bots Have a Long Way to Go to Take Over the World
Like Chicken Little’s cries that the sky is falling, everyone keeps shouting bots are replacing people. Well I am here to tell you they have a long way to go.
There is some truth that bots are beginning to manage simple transactions like help with resetting a password or authenticating your credentials. But in a recent article published int Silicon Republic, Forrester’s Srividya Sridharan states that bots will only be handling 20% of these basic activities by the end of 2020.
The interactions that bots are not able to handle will require higher-skilled agents. Even though many of us are accustomed to interacting with an intelligent agent, we won’t have the patience for this when we need immediate answers. Agents who can handle the tier two situations, will need to be trained skills such as:
- Expressing the right level of empathy for the situation
- Navigating their systems to quickly troubleshoot the issues
- Learn how to ask good open-ended questions
- Practice active listening and have the confidence to restate their understanding of the situation
- Recognize early on when they need to escalate the situation to a higher power
Historically it takes months to get an agent up to this level of proficiency. This is why many of our customers are seeing the value in using or call center simulator ACES™. With the clock ticking on speed to proficiency, companies are looking for ways to get these employees up to speed faster to manage the more complex transactions.
So rather than using AI and bot technology to replace employees, we are using it to help upskill them. By giving employees a realistic immersive experience, we can put them in the hot seat. The built-in bot gives them real-time coaching to help guide them through each scenario. By giving them repeated “deliberate practice” we can get them up to speed in days vs. weeks.
So have no fear, the sky is not falling. We see that AI can be used for good – not evil.
If you want to see an example of ACES in action just click this link.