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The AI Influence: Reshaping Hiring in Contact Centers.

Source
https://www.teneo.ai/blog/the-ai-influence-reshaping-hiring-in-contact-centers

June 9, 2023

In the dynamic sphere of digital transformation, Artificial Intelligence (AI), has transitioned from being a high-tech buzzword to a critical business tool.
This is especially notable in customer service, where it’s reshaping the hiring landscape and redefining call routing within contact centers.
A leading example of this transformation is OpenQuestion, a Conversational IVR (Interactive Voice Response) solution from Teneo.ai, designed to enhance customer experience with intelligent routing capabilities?.
The advent of AI has sparked crucial discussions about its potential impact on jobs within contact centers.
Despite apprehensions, AI isn’t displacing jobs; instead, it’s modifying recruitment patterns in this sector.

Insights from the upcoming Metrigy’s
https://metrigy.com/
“CX Optimization 2023-24” study validate this trend. The study suggests that enterprises not utilizing AI for customer interactions are projected to hire approximately 2.4 times more agents in 2023 than their AI-embracing counterparts.
As companies grow, so does the demand for robust customer service capabilities. The introduction of new products, services, and clients necessitates a corresponding increase in customer service representatives. However, this ‘proportional’ increase is swiftly evolving in the era of AI and intelligent routing.

AI’s influence on hiring is clear: businesses integrating AI are expected to recruit an extra 39 agents on average in 2023, compared to a surge of 91 new hires anticipated by companies avoiding AI.
These figures highlight AI’s significant impact on recruitment norms within contact centers?.
Importantly, these numbers do not suggest AI-induced job cuts. Instead, they represent how AI is revolutionizing the recruitment landscape. As a potent tool, it refines and streamlines customer service operations, allowing businesses to maintain and even enhance their customer service standards while managing growth sustainably and cost-effectively.

OpenQuestion demonstrate how Conversational AI can be a boon rather than a bane. OpenQuestion, for instance, reduces call misrouting by 90% and integrates seamlessly with commonly used tech stacks.

It has not only led to considerable improvements in customer service for high-growth companies like Telefónica, HelloFresh, and Swisscom, but it also showcases the power of intelligent routing within the contact center industry?.

In essence, the infusion of AI in contact centers is a valuable opportunity. It empowers businesses to manage their expansion effectively, maintain superior customer service, and make astute, efficient recruitment decisions.
With a vision of a world without queues, without traditional IVR systems, and with instant service, AI solutions like OpenQuestion are indeed paving the way towards this future?.

Hence, it’s time for organizations to embrace Conversational AI, Conversational IVR, and intelligent routing
https://www.teneo.ai/blog/understanding-intelligent-routing
and leverage the myriad advantages these technologies bring to the table.