Will robots take your job?
Automation evokes extreme emotions. On the one hand, business owners benefit from it by saving money and offering more effective solutions to their clients. On the other hand, automation causes many employees to fear that the robots will take their jobs.
Who’s right? You will find the answer to this question in the article below. We collected conclusions from our experience – that is, the creators of the AI Busters tool, which enables the automation of customer service.
Automation and the labor market
If you look at the data, the perspective of employees may not look promising. McKinesy data says that 45% of all professional activities may be automated. As a result, about 5% of occupations are to disappear completely. What’s more, World Bank analysts predict that in some developing countries as much as 85% of jobs may be automated.
Does this mean that all these people will be condemned to unemployment? Of course not. So what kind of fate awaits them? We will look into it basing on the example of automation in customer service departments.
Customer service automation or how AI Busters works
AI Busters is an automation engine. It allows automation of repetitive queries. Artificial intelligence automatically solves customers’ problems by sending immediate answers to their questions. However, this is not the end of its possibilities. Based on NLP and machine learning, it can also:
- Create response suggestions that will automatically be displayed to consultants.
- Categorize customer questions and automatically assign them to individual employees.
- Automatically send requests to send missing documents or information.
Conclusion? There is no doubt that after implementing AI Busters, consultants will spend less time processing a single inquiry. This means that companies using automation will need fewer traditional customer service specialists. However, it shouldn’t be associated with massive layoffs.
What does this all mean for employees?
There has never been so much importance to customer service as it is today. You cannot deny that the approach to the clients has changed in recent years. It must result in a change in the character of the work of consultants or customer service specialists.
So how does their situation look like after the implementation of automation?
Consultants stop focusing on repetitive messages or answering phone calls as much as before. Instead, they pay their attention to what’s most important – building relationships with customers. They do it by developing conversation scenarios, improving the structure of the department or solving the most complex requests.
Depending on the company, consultants or agents change their positions to customer success specialist, automation specialist or chatbot supervisor. There are many possibilities.
It is pointless to argue with the fact that automation will reduce the demand for some occupations. At the same time, however, it will create many other, so far unknown jobs. Importantly, most of these positions will be much more prospective and creative, and therefore simply more interesting.
The conclusion is easy to draw. Not only board members and customers, but also employees benefit from automation.
Artificial intelligence does not lay off people. Automation prevents them from completing repetitive tasks, but thus opens up space for completely new positions.
What’s more, contrary to what some believe, implementing automation is not a solution whose primary goal is to cut costs – including those related to employment. It is a response to the growing requirements of modern consumers, and thus adaptation to the standards prevailing on the market. It is also a step towards creating more interesting, more ambitious jobs.
Find out more about the possibilities of automating customer service!