FEATURE
Upskilling helps employees feel valued and will most likely help them progress along their career path . It boosts a company ’ s productivity and can expand its offering . Automation and AI can both support upskilling . Paul Milloy , Business Consultant at Intradiem , discusses how these technologies can increase the speed with which employees reach competency , boost the accuracy of training and help build their skillsets to deal with a variety of complex tasks .
Automation is a great tool for accelerating processes , streamlining workflows and reducing costs . But combining this with Artificial Intelligence ( AI ) will take things a step further . Within customer service delivery , for instance , new technologies are on the path to revolutionising contact centres by helping to transform the role of frontline agents . AI-enhanced automation is reimaging that role , which used to involve highly repetitive , entry level tasks and simple interactions .
Meeting new demands
Early automation attempts in customer service had an unexpected result . After companies introduced the first versions of self-service and online customer service to reduce calls , these channels ended up actually increasing call volume . These new options made it seem easy to get help , so customers called in even for small issues they wouldn ' t have before .
But those automated channels only allowed customers to resolve the most basic transactional enquiries , and many of them – frustrated by these unsuccessful
LESSONS FROM CUSTOMER SERVICE : HOW AUTOMATION AND AI CAN SUPPORT EMPLOYEE UPSKILLING
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