Insights|Will Artificial Intelligence Impact How We Train Contact Center Agents?

Will Artificial Intelligence Impact How We Train Contact Center Agents?

As a growing number of organizations are adopting artificial intelligence (AI), an investment in people should be considered in order to work alongside the technology.

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Sitel - Learning Tribes - AI Training
by Sitel staff March 29, 2018 - 2 MIN READ

Artificial Intelligence (AI) has immense business implications in nearly every industry. We have already seen how AI can interpret large data sets, learn from person-to-person interactions and act as a communicator through chatbots and interactive voice response (IVR). It’s also forecasted to save businesses $8 billion annually worldwide by 2022.

AI’s implications can go beyond those tasks, however, to drive better learning and training capabilities.

AI Can Automate Training to Each Individual

A success metric of a training program is not only graduation rates and attrition metrics, but also how quickly learners can become agents, and how they can leverage that knowledge to deliver memorable customer experiences.

As an organization that hires and trains hundreds of associates in a short period of time, it can be challenging to run a training program that meets the complex demands of people with their unique experiences and cultural differences. But what if a training program can adapt itself to fit the need of the individual?

Machine learning can adapt the curriculum to fit the associate’s learning style and preferences so that the content is truly absorbed. This leads to shorter training periods with higher graduation rates.

Sitel - Learning Tribes - AI Training

Investing in People to Work With Technology

As a growing number of organizations are adopting AI, an investment in people should be considered. We can’t have software and technologies that support AI implementation without the right human resources working alongside it. This requires re-training existing employees and/or finding new employees who can work with such technologies. Continuous training will be a critical component to the success of an organization’s AI efforts.

Self-Analysis for Course Improvement

Training programs are constantly being evaluated to ensure its effectiveness. A poor training program can negatively affect how the content is perceived, absorbed and utilized. This can lead to lower customer satisfaction ratings and high attrition.

Frequent updates are a necessity, but often times, they are based on content updates or pass/fail rates. In addition, thorough analysis of the training programs is time-consuming and not always accurate.

An AI program can quickly gather feedback on how engaged associates were with the content if there are any red flags (i.e., high failure points), and resolution recommendations for future iterations.

AI Training Will Be Essential to Job Survival

Technology advances disrupt the traditional way of doing things. Computers replaced word processors, as self-driving vehicles could replace the need for taxi drivers.

With AI, daily tasks will be disrupted as we rely more on technology. An organization will need associates who can be trained to understand AI applications and pilot these programs.

Where Do We Go From Here?

AI alone isn’t the answer to all of our training and development questions. But it has already transformed everyday activities, including automation, machine learning, decision-making and natural language processing. Leveraging AI as a training tool, and training associates to work alongside A.I, can lead to long term growth for an organization.

Some of the technology trends can be found in Learning Tribes’ latest infographic, 10 Learning Trends of 2018.

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