Contact Center Agents Embrace AI-Powered Virtual Assistants for Enhanced Productivity and Job Satisfaction
A recent survey conducted by Kore.ai, a leading enterprise AI company, revealed that contact center agents worldwide are increasingly embracing AI-powered virtual assistants (IVAs) as a means to enhance their productivity and job satisfaction. The findings, which debunk concerns about the adverse impact of AI on the workforce, highlight the agents’ endorsement of AI-powered tools for better outcomes and improved work experiences.
Contrary to fears associated with AI, contact center representatives view IVAs as crucial as having a competitive salary and a positive work environment. The survey results demonstrate the positive impact of AI in assisting agents and reveal their overwhelming support and desire to work alongside these tools to enhance their capabilities. A staggering 84% of respondents agreed that they could greatly benefit from tools that wrap up a customer call accurately and automatically. This emphasizes the agents’ need for AI-powered solutions that efficiently handle post-call tasks, such as summarizing key details and generating accurate wrap-up notes.
The survey, conducted by Kore.ai in collaboration with its research partner, involved customer service representatives working remotely or onsite for contact centers. Key findings include:
– Agents Voice Concern: 59% of contact center agents reported not having access to the modern intelligent virtual assistant tools they desire.
– Right Tech – A Priority for Agents: Agents prioritize having tools and technology that help reduce customer frustration, considering it on par with a competitive salary and a respectful work environment.
– Embrace IVAs: 78% of agents see IVAs as a means to fine-tune their customer interactions, enabling them to deliver more accuracy.
– IVAs Pave the Way: 77% of all agents believe IVAs benefit both the customer and the agent, and 77% feel comfortable using these tools.
– Advocacy for Customer-Centric Tools: 88% of agents agree that it’s important to have tools and technology that help reduce customer frustration.
– Agents Demand More: 85% of contact center agents want a tool that always provides me with the most up-to-date and full history of a customer.
Kore.ai CEO and Founder, Raj Koneru, highlighted the significance of the survey’s findings. He pointed out that it demonstrates the growing acceptance and positive impact of automated assistants powered by AI technology. Koneru expressed confidence that organizations can leverage AI-powered automation, particularly through Omni Channel IVAs, to enhance service and support interactions while empowering agents to excel in their roles, resulting in superior customer experiences.
The survey’s insights provide valuable resources for organizations seeking to integrate AI-powered automation and optimize their customer interactions. By embracing IVAs and leveraging advanced AI technology, organizations can witness enhanced productivity, job satisfaction, and better results while delivering exceptional customer experiences.
In conclusion, the survey conducted by Kore.ai reveals a steady acceptance of AI-powered virtual assistants among contact center agents. These AI tools are seen as essential for delivering accurate customer interactions, reducing frustrations, and improving job satisfaction. As AI continues to advance, it is clear that agents are eager to work alongside these tools to enhance their capabilities and deliver superior experiences.
