Is AI and Call Center Automation Hurting CX and CSAT Scores?

May 22, 2024 Dan Dietz, VP of Sales
Customer Service agent in an office

The Unintended Consequences of Adopting AI and Call Center Automation and How to Avoid Them

Forbes reports 67% of consumers now initially prefer self-service over speaking to an agent. To adapt to changing preferences while meeting increased cost pressures, 91% of businesses have or are planning to offer self-service options, including AI. 

However, for many the rapid adoption of automation and self-service tools have brought with it a list of unintended consequences, which include greater customer friction, security concerns, data management issues, increased support costs, increased call complexity, and ultimately, decreased customer satisfaction scores.

To analyze this issue, ACT (Advanced Call Center Technologies) has written a research paper titled, Unintended Consequences of Call Center Automation and How to Avoid Them.  In it, we delve into the root causes of these unintended consequences, we evaluate the long view of the multimodal approach currently being used by many call centers and BPOs to address the problem and present a solution that is currently generating a 98% green scorecard among call centers using it.

You can access the white paper here >

ABOUT ACT: ACT was founded 27 years ago on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. We call it the Total Experience Formula™. Today, many of the world’s leading brands and Fortune 50 trust ACT to be an extension of their business to unlock their ability to respond quickly to rapidly changing competitive, business and compliance environments, to anticipate and scale for future needs, to outmaneuver their competition, to lower operating costs, to improve efficiencies, to drive revenue and increase customer engagement.

As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our clients, and their motivations are uniquely aligned to our clients’ success. When clients first come to us, we consistently find it to be an opportunity to transform their CX design and outcomes with a Total Experience approach, starting at the Employee Experience level.

ACT offers the operational expertise, technologies and best practices that you expect from a world-class BPO, combined with the innovative solutions, flexibility and individual attention that you can only get from a 100% employee-owned company. Learn more at our website www.acttoday.com.

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