How human will artificial intelligence become this year?
This technology has taken the efficiency of contact centers to a new level, and at the same time, significantly improved automated call quality.
"Regardless of whether companies are aiming for greater customer loyalty or cost efficiency, the focus is always on highly developed AI and qualified employees."
1. AI agents will become customized team members
Companies in all industries currently face difficulty finding qualified employees for customer service. There are many reasons for this, but the result remains the same: long wait times and a lack of high-quality support.
This is where AI comes in. As a high-quality, future-proof technology, it not only works efficiently and reliably, but it also steps in when human employees are absent – especially in the case of repetitive tasks.
"AI reduces the need for people to perform repetitive, error-prone tasks. This is an exciting opportunity for employees to use their skills for strategic, meaningful tasks.”
2. LLMs make customer interactions more dynamic
Earlier customer service automation technology lacked the ability to improvise. Conversations were rule-based and anticipated, so they tended to be rigid and inflexible. An off-script question? “Sorry, I didn’t understand that…”.
LLMs completely change the dynamics of automated service conversations. LLMs understand, react, and respond contextually, regardless of whether an unexpected question is asked or the topic is changed.
“Where previously rigid, rule-based systems reached their limits, LLMs now create personalized, human-like dialogue. They go from being part of the conversation to being engaged, context-aware participants who can understand and resolve any issue.”
3. Customer dialogue comes to life with AI voices
A friendly “Hello” picks up the support hotline – is it a human or AI? This question will become increasingly difficult to answer in the future, since voices based on artificial intelligence have developed enormously in recent months.
Just take the voices from OpenAI, which we use at Parloa. They are nearly indistinguishable from real human voices, because they have subtle nuances and small details like those that happen in real conversation.
Experience the Parloa AI voice firsthand
