AI and Workflow Automation Are Here to Stay — But So Are People

Depending on who you talk to, the buzz around AI seems to swing between extreme optimism to heralding a gloomy era where machines replace human jobs. However, we genuinely think of AI and Workflow Automation (WFA) as harmonious tools that bring in the best of both worlds for contact centres.

When done properly, they bring cost-effective efficiency while allowing human agents to focus on value-driven tasks, bringing both satisfaction to customers and a genuine sense of purpose to human agents. That might sound like typical corporate jargon, but it’s actually a critical piece of information that affects the way contact centres need to think on an operational level right now.

Let’s take a look at the intricacies of WFA, its synergy with AI, and why the irreplaceable value of human touch will remain essential in contact centres amidst digital transformation.

Unpacking WFA

Definition and Purpose

WFA, in the current digital Customer Experience (CX) landscape, means automating routine tasks that consume precious time and focus of human agents. By leveraging machine learning and AI, WFA streamlines these tasks, enabling agents to concentrate on more critical and engaging tasks. The essence is not to replace but to supplement the human effort, making operations more efficient and productive​​.

The Mechanism

WFA operates on the principle of identifying and automating repetitive tasks. It’s like having a smart assistant that takes care of routine chores, allowing the human agents to focus on more nuanced and intricate customer interactions. In a contact centre scenario, activities like responding to routine emails or handling common queries can be automated. This shift not only saves time but also minimises the chances of errors inherent in manual operations, ensuring a smoother and more efficient workflow​​.

The Boons of WFA

Boosting Agent Productivity

Freeing up Essential Human Productivity

One of the cornerstones of enhanced agent productivity is the time saved by automating mundane tasks. WFA acts as a catalyst, channelling the agents’ focus from routine tasks to more engaging and constructive customer interactions. This transition is crucial as it not only enhances agent morale (who wants to do after-call work anyway?) but also significantly improves the quality of customer service​.

Example: Automating Email Responses

A prime example of WFA being both helpful and efficient is email communication. Traditionally, contact centre agents have relied on templates to respond to emails. This old method necessitates opening each email and selecting the appropriate template for a response.

However, with WFA, this manual step is eliminated. The system can automatically select and send a suitable template response, saving precious time and effort for the agents, and allowing them to move on to tasks that require a human touch.

Enhancing Customer Interactions

Speeding Up Response Times

Prompt responses are synonymous with customer satisfaction. WFA facilitates near-instant responses to common queries, ensuring customers are not left waiting, which in turn fosters a positive customer experience.

Personalisation

Harnessing the power of AI, WFA can delve into personalisation. It can analyse customer data to understand their preferences and past interactions, enabling a more personalised and engaging customer experience.

Example: 24/7 Customer Support

Imagine a customer facing an issue with a product in the middle of the night. In the traditional setup, they’d have to wait until morning to get support. However, with WFA and AI integrated, common issues can be resolved around the clock through automated responses or guided solutions.

If the issue is more complex, the system can ensure that it’s queued up for the first available human agent in the morning. This way, customers get immediate assistance for basic issues anytime, and agents have a head-start on more complex issues, enhancing overall customer interactions.

Leveraging Analytics for Continuous Improvement

The Role of Analytics

The symbiotic relationship between analytics and WFA is pivotal. While automation streamlines operations, analytics provide the insights necessary to assess and refine the performance of both human and robotic operations, driving continuous improvement in contact centre operations​1​.

Example: Resolving Bottlenecks

Let’s say a financial services contact centre faces long wait times during peak hours. Management uses analytics to identify how many agent hours are spent on basic account queries. Implementing WFA, they create a system for customers to get real-time account updates automatically. This reduces wait times, as agents now focus on complex queries like loan advisories.

The automated system, operating 24/7, also allows customers to access basic information anytime. This change, driven by analytics and WFA, improves both agent productivity and customer satisfaction by ensuring quick responses and more meaningful interactions.

AI and WFA Are Fantastic, but Human Agents Are Irreplaceable

The Unique Value of Human Empathy

Even with advanced AI, the understanding and comfort human agents provide are unparalleled. They can perceive emotions and respond with empathy, which is crucial in sensitive situations. Machines lack this emotional intelligence and can’t replace this human trait — and even if they could approximate this, the human customers on the other end of the line would know the difference. It’s one thing for a chatbot to help a customer find their last paid bill, it’s another to discuss a nuanced, intrinsically human problem.

Creative Problem-Solving and Relationship Building

Humans excel at understanding complex situations and offering tailored solutions. They build lasting relationships with customers, something machines can’t emulate. AI and WFA can handle routine tasks, but the human ability for creative, personalised problem-solving remains irreplaceable. AI can be given parameters for leeway, but only an experienced human agent can come up with an innovative solution that suits both the company and the customer.

The Symbiotic Relationship Between AI, WFA, and Human Agents

AI and WFA should be used to empower agents, easing routine burdens and allowing them to engage in meaningful interactions. They should facilitate, not replace, human agents. The agents’ role, ideally, should evolve from mere problem solvers to relationship builders, emphasising the value of the human touch in customer engagements. Not to menti

Enhancing Job Satisfaction Through AI and WFA

If it’s done properly, this AI and WFA should make your human agents feel less like robots and more like experts in relationship building and complex problem-solving. By taking over mundane tasks, AI and WFA free human agents from those robotic, repetitive roles, elevating their jobs to a more meaningful level.

Now, agents can focus on forming human connections, understanding customer needs, and providing thoughtful solutions. This not only brings a sense of purpose and value to their jobs but also enriches the customer experience. It’s a win-win situation — agents enjoy better job satisfaction, customers receive personalised service, and the company benefits from a motivated workforce and satisfied customer base. This genuine empowerment of human agents underscores the potential of integrating AI and WFA in contact centres.

Where to Next for Finding the Right Balance Between WFA and Human Excellence

Embracing the digital transformation with AI and WFA is imperative for modern contact centres, but finding the perfect balance between technology and the human touch is both delicate and crucial. At Digital Island, we excel in tailoring solutions that not only streamline your operations but also empower your human agents, bringing a sense of purpose to their roles. Contact us to explore how we can help you optimise your contact centre operations, achieving a harmonious blend of efficiency and personalised service.

FAQs

How can AI and Workflow Automation benefit my contact centre?

They streamline operations, reduce response times, and free agents from mundane tasks, allowing for more meaningful customer interactions.

Will AI replace human agents in contact centres?

No, AI complements human agents, handling routine tasks and allowing them to focus on complex issues and relationship building.

How does Workflow Automation improve agent productivity?

By automating repetitive tasks, it frees up agents’ time for more impactful customer engagements.

What role does human empathy play in digitally transformed contact centres?

Human empathy is crucial for understanding and addressing nuanced or sensitive customer issues, a trait machines lack.

Why choose Digital Island for optimising my contact centre operations?

We provide tailored solutions, ensuring a balanced integration of AI and Workflow Automation while enhancing your human agents’ roles.