AI
Path to Productivity
Although cinema would tell you otherwise, the rise of Artificial Intelligence has provided plenty of advantages for employees. But how much can we trust them?
Artificial Intelligence is not a new phenomenon. Lumped in with Machine Learning, the term has become synonymous with progress and innovation for over a decade. That said, without doubt the role of AI has already made the lives of employees better. By automating
that automated customer service is a reality. Given the brand loyalty at stake, introducing artificial intelligence to customer service arms may be scary; however, as Bakker continues, the technology is sophisticated enough to handle it.
“Advances in AI-powered speech recognition have made it possible to
Anne Bakker Head of AI
functions that would normally need to be done manually, workers are freed from mundane responsibilities to be more productive in their primary role. One of the key areas of progress in this automation is Conversational AI. I myself am thankful that I no longer have to transcribe my own recordings after engrossing conversations with experts. But as Anne Bakker, Head of Enreach AI, points out, a better application of this technology is facing the customer; although I maintain that not having to do transcriptions is mint! “Artificial intelligence has significantly improved communications over the past five years by making interactions with systems more natural and convenient.” “Conversational AI has made it possible for businesses to automate customer service interactions and handle more queries without human intervention.” Automated Communications A decade ago the idea of trusting ‘robots’ to sort your customer service would have sounded like a great idea, then Vodafone tried it and everyone realised the importance of a human touch. As we move past the dark days of terrible customer service and exacerbated agents that are all too familiar with the tone of stressed out customers, improvements in microphones and conversational AI has meant
replace IVRs with more natural voice-based interactions, known as Smart IVRs, and the rise of large language models means that AI- powered solutions will become more capable and natural-sounding, making it easier for users to interact with them. “Another valuable innovation is the integration of different communication channels, such as social messaging, chat, voice and video conferencing, into a single platform. This allows users to switch seamlessly between channels and devices, making it easier to stay connected and collaborate with colleagues or customers.” Being able to understand customers and respond in kind with the use of artificial intelligence has also led to a more personalised experience for those in need of assistance.
enreach.co.uk
Conversational AI has made it possible for businesses to automate customer service interactions and handle more queries without human intervention.
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