AI is everywhere, and all the talk is that it will change business forever. None of us can afford to overlook the potential of AI. And it’s clear to see that it can transform a contact center or customer service team. But to be honest, AI also brings uncertainty.
Will AI replace human agents? Will employees be accepting of AI? Will customers feel abandoned by automation? Will implementation costs spiral out of control?
These are real concerns. So, if we all feel some fear, it’s understandable. We are all caught between two pressures. On the one hand, we don’t want to be left behind as competitors adopt AI. On the other hand, we don’t want it to backfire and lead to frustrated customers, angry agents, and increased costs.
Is it possible to walk this tightrope? Can a Contact Center or Customer Service team really adopt AI successfully? How can we implement AI without fear?
The key is balance. In this article, I’ll share what I’ve learned on how to achieve it.
The Fear Factor: Why Agents & Managers Hesitate
Some may say that AI in customer service is just about using the latest technology. But that’s not true, is it? The truth is that it’s about people. And people have concerns.
- Agents are worried that AI will replace them. Will a chatbot take their job? If not, will they be left handling only the hardest, most stressful cases?
- Managers fear that AI implementation will be costly, complicated, and risky. Will AI really reduce costs, or will it create more problems than it solves?
- Customers fear losing a human connection. Will they be trapped in endless chatbot loops, unable to reach a real person when they need one?
These concerns aren’t without merit. We can all see the real potential that things can go wrong. So don’t dismiss these fears of AI. They are real, and they should be considered. But we can’t let this fear paralyze us and prevent us from acting. Otherwise, we do face another problem, that of being left behind and no longer able to compete.
So how can we integrate AI into customer service in a way that calms these fears instead of fueling them?
Use AI to Support, Not to Replace
What is the solution to implementing AI in Contact Centers in a successful way? Set the right goal and expectation. What do I mean?
Don’t go into it with the aim of using AI to replace human tasks. That will only feed the fear, build resistance to your plan, and cause it to fail. Trying to replace human agents is the biggest mistake companies make with AI. Instead, focus on what AI does best. That is, supporting human agents by giving them another tool in their toolbox.
What does this mean in practice? Consider two examples.
- Use AI to handle the repetitive and low-value tasks that drain time and energy. These might include answers to frequently asked questions, password resets, scheduling meetings, and structured tasks like placing an order.
- Use AI to help agents be better prepared and less stressed. An AI chatbot might take the first customer contact, gather information, predict intent, and then hand off to the right agent. Rather than being hit cold by a request, the agent can start with knowledge of what the person needs. An AI could even be used to suggest responses and find relevant knowledge on the topic.
Giving your agents AI like this is like giving a construction worker a power tool. It will help them work more efficiently and with less difficulty.
Tip: Platforms like LivePerson’s Conversational Cloud use AI as real-time agent assist tools. The goal isn’t to replace agents, but to supercharge what they can do while reducing their stress.
How to Implement AI Without Making Agents Anxious
That all sounds good. But even if we implement AI that supports agents instead of replacing them, they can still feel fear. And if our agents are anxious about what it means, they won’t trust what we put in place. The result? They won’t use it. If our agents see AI as the enemy, adoption will fail.
So, how can we implement AI in a way that isn’t perceived as a threat?
- Be transparent from Day One. We can’t surprise Agents with AI. We must include them in the conversation from the start. If we can show how much we value them, and reassure them that this is an added tool and not a replacement, they’ll buy in. Our agents might even provide us with the best ideas of where AI can provide real value. They are the ones in the trenches after all.
- Train and Upskill Agents. By offering training on new skills and using AI, we empower our agents to succeed. We also show them that AI isn’t here to take away jobs, but rather to create better jobs. And as we upskill our agents, we should try to help them move into higher-value roles such as bot flow designers or customer experience strategists.
- Roll Out AI Gradually. I’ve made the mistake of trying to roll out too many things at once. Learn my experience. Proper change management comes with a gradual rollout of new technology. Don’t automate everything at once. Start small, with one bot flow, such as a chatbot answering frequent questions. Then gather feedback from both agents and customers. Use this to adjust based on that real-world experience. Then tackle another automation. A strong building is put in place one block at a time, and the same is true of AI.
- Keep Humans in Control: We need to remember our goal. AI is here to support, not replace. So, our agents must always have the final say in all customer interactions. Use AI to make suggestions, but let agents make the call. When our team sees that they are still in control, they’ll use this new tool with less resistance.
Did you notice the common theme of these steps? Each one honors our agents and their value and experience. And it keeps the human touch for our customers. When we keep that in mind, we can implement AI in a thoughtful and ethical way that is sure to succeed.
Keeping AI Cost-Effective Without Cutting Corners
What about cost? The truth is that AI doesn’t have to be expense. But to keep costs under control, we must be balanced. We can’t overhaul an entire system or just chase every trend. At the same time, to get the best benefit we must be smart and strategic. Use AI in the right places to avoid cutting corners while still being cost-effective. How?
- Start Small and Scale: Pick one high impact use case first. Then measure the success, tweak it as needed, and then move on to the next. This also keeps costs under control by not scaling to the maximum cost up-front. It’s like proper inventory management. If we buy a warehouse full of goods, we’ll use up all our capital before we sell anything. Instead, buying a little at a time to satisfy sales works best. This is a similar approach when it comes to technology.
- Use AI to Reduce Agent Turnover: We recently heard from one Contact Center that they have 50% turnover each year. That’s brutal and adds a lot of cost in terms of onboarding, training, and lost productivity while new agents come up to speed. Why the turnover? In many cases, burnout is the cause. And that’s where AI can help. By automating repetitive tasks, AI can help reduce stress and let agents focus on meaningful work. Happier agents lead to less turnover, and less turnover leads to less of these hidden costs. Now that’s a cost-effective way to use AI.
- Integrate, Don’t Rip & Replace: AI works best when it enhances our existing tools, not when it forces a full rebuild. How can we do this? Look for AI solutions that plug into your existing CRM, Contact Center platform, and workflows. For example, LivePerson’s Conversational Cloud can integrate with almost any CRM. By preserving the tools we already use, we can save on implementation and training costs.
It all boils down to this: AI costs money, so spend wisely. Use AI in strategic ways to reduce cost in other areas, which balances its cost and can even earn a profit. And of course, don’t forget to analyze the total cost of ownership rather than just looking at the up-front cost.
The Future: AI & Humans Working Together
I’ve heard many say that AI is the future of customer service. But that’s not true. AI plus humans is.
The best customer experience comes from AI and agents working together. Use each for its strength. By combining human agents with new AI tools, we can really improve things.
What does this future look like?
- AI handles the routine: Things like basic questions, transactions, and lookups.
- Agents step in when it matters: Complex problems, building relationships, making the final decision about how to handle a situation.
- AI makes agents more effective: They will be better prepared and ready to help with greater context at their fingertips.
- Customers will get the best of both worlds: Speed and accessibility that comes from an always online automated system, and human care when they need it.
Implementing AI without fear isn’t about choosing AI over people. No, it’s about using AI to make people better. When we implement it thoughtfully, in a way that shows respect for our agents, we can truly succeed. And when we are smart in how we spend, and build things in a strategic way, we truly use our new AI tools wisely.
At CBA, our specialty is thoughtful AI integration. We offer powerful tools that connect with your existing solutions, that empower your agents, and that build loyalty from your customers. So, if you are ready to explore AI without the fear, contact us. We’ll help you find the best approach for your team, your customers, and your business.
