In the Age of AI and Bots – Why Call Centres Still Matters?

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The telephone has been the primary channel used by customers to connect with companies they have business with. According to research by Forrester, the phone is still the most widely-used customer service channel – with 73% of customers calling into the call center. In a separate report from Arizona State University, customers are 11 times more motivated to use a telephone to complain when they are angry.

In today’s high-touch, ever-connected society where information flows rapidly, the term call centre is slowly fading into white – as what many people believe. Many companies are now investing heavily in new technologies and communication channels that extend beyond the phone – including the Artificial Intelligence (AI) and Bots.

Like any disruptive technologies, AI and bots are already changing the customer service landscape. But while these platforms have made us more efficient and productive in providing service to customers, their emergence also raises the question of whether we still need call centers in our customer service strategy mix

Despite this notion, many experts believe that call centers cannot be easily unseated. Call centers are the front line of all organizations – especially big corporations – providing a direct link between businesses and customers. They are also the avenue that can make or break the customer experience. So, while we are seeing forms of AI and bots in the customer service industry today, trained and intuitive human agents will not be fully replaced by computer programs just yet.

This infographic by Global Outsourcing discusses four compelling reasons why call centers still – and will always stay relevant despite the emergence of Artificial Intelligence and Bots.

Infographic by www.GlobalOutsourcing.com.au