A Little Bit AI, A Little Bit Human

The way forward for cloud-based customer support is hybrid. Right here’s why.

Within the film “Outsourced,” a name heart supervisor named Todd is requested to coach his substitute as his firm strikes its name heart from Seattle to Mumbai. All through the film, his singular focus shifts from decreasing the crew’s “minutes per incident” to constructing a robust crew tradition that makes workers happier and extra productive (to not point out funnier!).

It’s a terrific film however one which hasn’t fairly stood the check of time. Immediately, one of the simplest ways to economize isn’t by outsourcing, however by transferring customer support operations and infrastructure to the cloud. This reduces the time and price of establishing and working a service desk whereas offering built-in synthetic intelligence (AI) and a terrific agent workspace expertise.

Most organizations have but to catch on. As an alternative of bettering the human name heart, they’re betting on an automatic one, investing closely in chatbots and different AI-powered capabilities that permit clients to self-serve. 

In idea, this is sensible. Reside interplay channels (cellphone, chat, and e mail) price a mean of $8.01 per contact and self-service about $0.10. However in observe, it merely doesn’t work. 

 Fewer than 10% of customer support points in 2019 had been totally resolved with no dwell agent. So, though clients and organizations could want self-service within the summary, it’s merely not but superior sufficient for many conditions. 

 That’s why the decision heart of the longer term should steadiness end-user expertise with operational effectivity. To take action, my crew at ServiceNow labored with our product managers to launch Cloud Name Heart with Amazon Join, an integration between AWS Join and the ServiceNow platform as our reference structure that permits clients to seamlessly transition an incident that started with a self-service bot to a dwell agent as wanted. 

Right here are three issues corporations ought to take into consideration when contemplating cloud-based name heart know-how. 

 Cheaper, quicker, simpler 

Traditionally, it took many months to deliver name facilities on-line. In distinction, cloud-based name heart and computer-telephony providers can rapidly spin up and down service desks as wanted. 

This shift from CapEx to OpEx offers the flexibleness organizations must adapt to quickly altering enterprise circumstances, one thing that turned obvious first when COVID-19 hit and much more so throughout the a number of pure disasters that adopted. 

In response to those varied crises, many insurance coverage corporations, emergency response companies, and authorities companies spun up distant service desks. Due to cloud name heart applied sciences, the brokers merely wanted a laptop computer, headset, and web connection, and voila—instantaneous buyer assist from the protection of their very own houses. 


Their efforts had been augmented by clever routing and digital brokers utilizing highly effective pure language understanding capabilities to allow true self-service. These digital brokers are simply constructed and can resolve a broad set of primary requests, bettering operational effectivity and permitting human workers to concentrate on higher-value duties. 

In distinction to most name heart bots, digital brokers can transition the dialog seamlessly to a dwell agent if unable to remediate the difficulty. When that’s the case, a human agent picks up the dialog thread, pulling buyer data rapidly from their profile. 

Most significantly, cloud name facilities use digital workflows create a single-pane-of-glass view that permits requests to be resolved with out the consumer having to re-introduce themselves as they bounce from division to division. 

Continuous service enchancment 

Buyer suggestions loops construct buyer loyalty, enhance service choices, and in the end, enhance income. However they are often laborious to construct and handle, particularly these days. 

Workflow platforms enhance these loops by taking suggestions from an worker’s head and centralizing it in a single platform for evaluation and visibility. There, it may be analyzed by each frontline managers and by AI algorithms that detect and flag areas for service enchancment.

That is significantly precious in a distant world, the place it’s extra-important to concentrate on rising high expertise and letting them share their information throughout groups. 

Safety issues 

Cloud name facilities allow organizations to retire legacy software program in favor of superior know-how like voice biometrics that assist safe clients’ knowledge. These applied sciences are far simpler than PINs and passwords and are straightforward to arrange with out an in-person go to to a department or workplace. 

Securing the agent expertise can be simpler utilizing cutting-edge cloud know-how and repair administration workflows. When Verizon despatched 17,000+ brokers house in the course of the pandemic, it reformatted their computer systems with extra safety software program that protected personal buyer knowledge and helped the corporate monitor distant techniques for vulnerabilities. 


For industries that maintain delicate buyer knowledge, shopper privateness is non-negotiable. Locked-down laptops and browser-based working techniques can present safety on the bodily units utilized by brokers at house. In the meantime, service administration software program ensures brokers have entry to solely the information they really want, making a safe surroundings regardless of their precise location. 

The correct mix 

In Outsourced, Todd in the end learns that the very best customer support comes from a combination of strict KPIs and a enjoyable, relaxed work surroundings. Likewise, organizations as we speak should study that the components for excellent customer support is neither solely human nor solely digital agent. 

As an alternative, cloud-based name heart know-how mixed with enterprise workflow platforms offers a robust new expertise during which people and bots collaborate to supply higher customer support than both might alone.


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