AI Robots – A Boon or Threat
Many of us have been stunned since we heard that robots will take over everything in the world. People have expressed countless opinions on the conjecture about robots where a majority of them believe that robots will have all the humans in the palm of their hands. Do you also believe the same? How far do you know about the fundamental utilization of AI and Robots in the Contact Center Industry?
Let’s figure out why people fear AI robots, how we can truly benefit from the modern technology of Artificial Intelligence and will AI robots dominate or strengthen our world.
Why do People Fear AI Robots?
No matter if misconceptions or true information have made people fear the AI robots, you can’t ignore both the people’s fear and the swift AI robots deployment. Considering the features and advantages that AI robotic machines will bring to us, it’s easy to know that widespread usage of robots will be inevitable. In spite of the sensational serviceability of AI robots and the comfort they’ll provide, you can’t help seizing the terror with their expected presence. Some major reasons why most people are afraid of robots include:
?Although, all of the aforesaid common fears are important and believable. However, the presently available information about the functionality of AI Robots especially in the contact center industry doesn’t seem to be as harmful as commonly people fear it. Comparing the current knowledge about the development in AI technology and its desirable objectives, it’s too early to decide on the harms that people are afraid of.
Let’s discuss some major benefits that the developers of AI technology want to utilize in the best interest of mankind specifically in the contact center industry.
1.?????Robotic Process Automation (RPA)
In the contact center industry, call operations hold the fundamental essence that directly influences business progress. When it comes to calling operations, capturing, analyzing, cross-referencing, and sharing the information across various channels and platforms need to be regulated flawlessly. Robotic Process Automation or RPA will perform these tasks in an ideal and unerring way.
2.?????Speech-to-Text Transcription
One of the most laborious tasks that the call center associates have to do is to manage speech-to-text transcriptions. You might already know how important are accurate transcriptions to accelerate business growth by achieving impeccable product and service delivery. AI technology will reduce the burden by offering fully automated and accurate speech-to-text transcriptions in less time as desirable. So, they’ll help regulate the processes ideally by saving time and energy for humans.
3.?????Transcription-Based Sentiment Analysis
Another critical and essential task in a contact center is to identify customer behavior and needs without which flawless decision-making can’t be possible. AI technology will help to analyze the transcriptions and understand the customers’ sentiment, behavior, and needs in the best way by saving much time and labor. With the accurate results obtained through AI technology, the post-analysis procedures will be optimized smoothly and efficiently.
4.?????Quality Control Measures
AI technology will make quality control measures easy and optimized based on the automated RPA, speech-to-text transcription, and sentiment analysis. The technology will lower down the workload by offering speedy and accurate procedures managed and controlled through AI.
5.?????24/7 Customer Support Using Chatbots
One of the most commonly used and known features of AI is proactive Chatbots helping to make possible 24/7 customer support. This is one of the key reasons of fear for many people associated with customer support roles. However, it’s believed and planned by the developers that AI shall only provide efficient support to regulate the processes lowering down the human labor and not to replace the humans at all. In fact, these Chatbots offer help to keep customers informed with automated responses in the times when a real human support representative is unavailable.
What Do the Experts say about AI Robots?
As there always exists a difference in opinions about such topics; the experts across the globe have varying thoughts over AI robots replacing humans in the future. A majority of the experts believe that AI machines will not disturb employment for humans. According to many experts, historically the machines and advanced technology have ever created more job opportunities. On the other hand, there are more experts who question humans’ existence in a time where everything will be done by machines and robots.
Let’s take a glance at experts’ opinions in the field of AI.
Gary Marcus, an American Professor and Founder of Geometric Intelligence, says that the purpose of introducing AI robots is to help people regulate various tasks easily and smoothly and not to interrupt or disturb them in real life.
Demis Hassabis, a British AI Researcher asserts that artificial intelligence is set to crack many of the toughest problems in science and technology, from the nature of life to nuclear fusion.
Raymond Kurzweil, an American inventor, and futurist, is of the view that “AI will not displace humans, it’s going to enhance us”.
It’s needless to say that the purpose behind developing and deploying AI machines is to only aid human needs with lowering down the labor and consumption of resources. As far as the fear of robots replacing humans is concerned, no one can assert if AI robots will really replace humans and affect employment opportunities. Considering some optimistic expressions from the AI experts, you can believe that AI technology will benefit humans and probably help to create more job opportunities rather than affecting humans’ employment.
Will AI Robots Take Over the Contact Center Industry? – Final Words
Comparing the questions raised upon the AI robots replacing humans with the astounding functionalities and experts’ optimistic opinions, it’s hard to decide whether AI technology will badly affect human employment or it will aid them in real life. It’s a generally known fact that whenever something new arrives, you can’t easily and quickly accept or get used to it unless you start experiencing its real-life benefits. The same goes with the AI robots that you can only decide after they are completely developed and deployed in the contact center as well as other industries.
Whether it’s a contact center or any other business, you shouldn’t be afraid of AI technology and robots with their functionality and advantages to humans. They’ll be like many other tools that humans have developed to ease and regulate their business operations smoothly. What’s important and critical is that modern AI machines and technology shouldn’t be controlled and misused by the wrong hands.
Technical Support Specialist at Motive
3 年Well, it's already happening. People are losing jobs because of bots and Drone camera is one of the best examples moreover the only reason that the robotics is not so powerful is that we are not able to produce an actual AI which is a self learning, self adapting system. A system which can mimic the surrounding and learn to create programs with the observed knowledge is still something not achieved.