What to Do When Contact Center Automation Goes Wrong

Contact center automation is a powerful tool that can help businesses improve customer experience, reduce costs, and increase efficiency. However, automation can go wrong when implemented incorrectly, or human intervention is necessary.

Here are four examples of problems that occur when automation goes wrong and how to avoid them.

  1. Automation goes wrong when you lack human involvement.
    Sometimes, customers need to speak to a real person who can empathize with their situation, provide personalized solutions, or escalate their issue to a higher authority. You risk losing their trust if your automation system does not allow customers to opt for human assistance or transfer to an agent when needed.
  2. Automation goes wrong when your AI solution can’t determine intent.
    Customers may have complex or ambiguous queries that require more than a simple yes/no answer. Automation systems that force customers to repeat themselves multiple times to understand their intent can lead to frustration and lower CSAT and NPS scores.
  3. Automation goes wrong when a human can’t listen in on a call.
    Automation systems may encounter technical glitches, errors, or unexpected situations that require human intervention. If your automation system does not have a monitoring mechanism that allows human agents to listen in and intervene, when necessary, you may miss opportunities to resolve issues quickly and effectively.
  4. Automation goes wrong when used in place of a conversation with a human agent.
    A 2020 NICE inContact survey found that 91% of consumers want to speak with a live agent when they have a complex issue. Disrespecting their preference can alienate customers and damage your brand reputation.

To avoid these pitfalls, design your automation system with the customer in mind. That means playing by the rules of conversation and building trust. It also means balancing your automation system with human agents who can provide customers the personal touch and support they expect and deserve.

Guest post written by Peter Mullen, Chief Marketing Officer, Interactions. To learn more about how to use AI automation the right way, go to www.interactions.com.

Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations.

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