Research companies keep a close eye on consumer attitudes toward artificial intelligence (AI) in customer support, and the results are decidedly mixed. Overall, customers seem to like AI, with a couple of caveats; a.) it needs to actually helpful to them, and b.) it must safeguard their data privacy.
But how do contact center agents feel about artificial intelligence in the context of their jobs and the responsibilities therein?
New research commissioned by generative AI (GenAI) platform solution provider Cresta entitled “State of the Agent Report 2024: GenAI’s Rise in the Contact Center” examined contact center agent attitudes toward GenAI. Based on a large survey of U.S. contact center agents, the report’s findings contrast with the conventional wisdom that contact center agents fear how GenAI will negatively impact their jobs – in fact, 65% of agents indicated that they want real-time help from AI during customer interactions, and 95% of agents using AI report they are able to quickly and efficiently resolve customer issues using the technology.
The notion that AI will replace humans has created anxiety and uncertainty across industries, and contact center agents are often near the center of this narrative. However, this issue ignores the benefits that GenAI delivers for contact center agents, including more effective job performance and skills development. According to the report, twice as many agents who use AI versus those who don’t strongly agree that they perform better in their role because of the technology available to them. In addition, 79% of agents said having access to good software makes or breaks whether an agent is good at their job.
The report also noted that with contact center leaders under pressure to turn their cost centers into profit centers, agents are increasingly encouraged to shift their priorities from only customer service to sales – a lofty pursuit without the proper resources and technology. AI is tackling this issue by helping agents upskill on the job, boosting their confidence in making proactive sales.
“When recruiting top talent, the sales market is highly competitive, but we have an advantage with the resources we’ve invested in for our Sales Center,” said David Garza, Vice President of Sales and Operations for Brinks Home, a customer of Cresta’s. “While most candidates aren’t familiar with generative AI, they’re intrigued. They recognize the value in using this tool and see the returns as we help set them up for success. We frame it as: imagine receiving the answers to the test as you’re actually taking it. That’s what we’re able to provide with this platform.”
Edited by
Alex Passett
