Artificial Intelligence (AI), has evolved the standards of daily living. Consumers today use the latest devices for their needs, and this wouldn’t be possible without various industries developing apps and platforms using AI technology. This constant development of technology is leaving an impression that it will be able to take over key jobs, yet when you view AI in a more positive light, as what it has achieved for many customer care systems, it serves as the answer to potentially creating more jobs.

SwissCognitiveToday, the customer service industry is realizing the pressure of providing fast and efficient service to customers. But is it enough? This question often leads to brands turning to AI for assistance. A familiar tool powered by AI that many consumers see via webpages and social platforms is the Chatbot. Aside from Chatbots, AI can work by directing complicated questions to live agents who are available to take on complex matters. AI and live human agents work together to create a quick and positive experience for consumers.

Consumer are not sure about automation

How do consumers feel about AI taking up the role in automation and jobs? In a recent article by Harvard Business Review, numerous studies were conducted in finding out the thoughts of consumers. One side believed as much as 47% of jobs would become automated by the year 2033, and one side said only 4% of jobs would be lost to AI by 2020. Safe to say not everyone believes AI will take away many jobs for Americans, but mostly AI will be (and already is) the tech companion today’s large companies utilize for tech-to-tech tasks.

Customer care AI

We can’t disregard that AI technologies are poised to replace a few customer care positions at the “tier-one” level. Tier-one positions usually cover first-response queries, such as those offshore customer care centers. However, because of the limit on needing live agents for tier-one positions, “tier-two” positions will grow, which is where we need live agents for the complex questions customers have.  […]